AI/Cognitive NLP BOT in Energy Sector
Utilizing AI & Cognitive NLP to streamline services for an energy company's clientele.
Goals
- Introduce novel channels and services to the customers of the energy company.
- Foster quick and convenient self-service avenues for information and services.
Strategy
- Incorporation of cognitive services coupled with natural language processing to precisely discern customer requirements.
- Commenced the rollout with services already present in the existing IVR system.
Highlights
- Paved the way for a broader spectrum of communication channels and avenues for consumers.
- Achieved a significant reduction in manual operations through enhanced self-service capabilities.
Results
- Successful integration of new communication channels such as Messenger, Chat, and WhatsApp.
- Marked the pioneering introduction of a bot for the brand.
- Accomplished a stellar 66% resolution rate through self-service bots.
