Power Energy and Utility Chatbots

AI already benefits the energy sector in many ways, from market price prediction to smart grid fault detection. For example, General Electric estimates that AI will enhance wind power production by 20% and generate around $50 billion more value for the wind industry. Visit right now for all the answers to FAQs, how-to-guides and troubleshooting instructions. Another success story related to AI is Exelon, an electricity provider with over 10 million consumers. The company was experiencing consumer churn because the users were unable to access information easily. Every time the company received a complaint about this issue, they had to arrange a staff visit to the location to understand the issues.

The Oracle chatbot capability Exelon uses has built-in AI, machine learning, and natural language processing capabilities. The platform’s machine learning continually monitors and adapts to how people ask questions and what they expect, says Rajesh Kumar Thakur, Exelon principal architect who led the chatbot project. For example, a customer needing to report a power outage could interact with a Chat-GPT powered chatbot. The chatbot could register the complaint, provide the customer with updates, and even provide estimated restoration times, offering real-time and efficient customer service.

How Can You Get a Chatbot?

Boost net new revenue by approaching prospects based on their intent and propensity to apply for new connections, pricing modifications, and more. Increase conversions by guiding them with self-service or assisted service during every stage of the acquisition and application process. “We need to be continuously testing new digital technologies that can be rapidly deployed to delight our customers,” Menendez says. Currently, a lot of customer-facing innovations leveraging AI use the tech’s generative prediction capabilities for things like bespoke product recommendations, personalized advertising and tighter sales funnels. We, at London Data Consulting (LDC), provide all sorts of Data Solutions. This includes Data Science (AI/ML/NLP), Data Engineer, Data Architecture, Data Analysis, CRM & Leads Generation, Business Intelligence and Cloud solutions (AWS/GCP/Azure).

Customers can also sign up to receive personalized notifications for things like available invoices, payment due dates, and high usage rates. They’ll appreciate how easy it is to stay on top of their accounts and track usage every month, helping them conserve energy and maintain consistency in monthly amounts due. Seamlessly integrate with existing CRM/ERP platforms for real-time availability and tracking of waste pickup, tank refills, and technician visits. Slash operational costs and boost efficiency with Yellow.ai’s Dynamic Automation Platform to provide 24/7 support. Learn how GetJenny builds partnerships to bring chatbots to new industries. This ensures growing automation or deflection and that customers are always getting up-to-date information.

Transform the way you interact with your customers. Embrace automation in the service industry

Since utilities are service-oriented businesses, customer communication is an integral part of their services. Although the utility sector receives a large number of queries and complaints on an everyday basis, providing 24/7 support is an uphill task. Chatbots, on the other hand, solve this problem by automating the most common replies using artificial intelligence (AI).

Have you ever had thought if everything were voice-controlled or could be just done with a couple of commands? The most when I think of this is when I must wait for hours to connect to a customer care executive of any service provider. It’s important to note that while chatbots fall under the umbrella of conversational AI, not all chatbots are considered as such. Rule-based chatbots, for example, utilize specific keywords and other language cues to trigger predetermined responses that are not developed using conversational AI technology.

Importance of customer engagement in driving energy efficiency

Thanks to machine learning, the chatbots are constantly learning new customer phrases and recognizing context faster, resulting in their being able to provide answers more quickly and to more topics. Additionally, the live agent can also route the customer back to the chatbot for more information if appropriate. For the energy and utility sector, there is no shortage of opportunities for AI initiatives to transform customer service as well as improve operational performance. It is also an industry that relies on a distributed and capital-intensive infrastructure that needs to be continuously monitored and maintained by teams of skilled field engineers and technicians. As such, customer service success for utilities is closely tied to operational performance as well as the ability to create engaging experiences for the customer. Utility companies use conversational AI to offer customers a personalized, efficient, and effective customer experience.

Give visitors an easy way to find out more about your products and services with in-conversation information and links to more detailed pages. Guide them to your higher-converting landing pages and grab the opportunity to acquire more customers on your website. To make you benefit from chatbots for utilities JennyBot faster we have prepared Energy Sector chatbot templates. These are ready-made conversation scenarios that cover all most common questions Energy companies receive. Another approach to implementing chatbots involves integrating the technology in social channels like Whatsapp.

Deliver frictionless experiences for oil, gas and utilities customers

AI-powered chatbots for service and utility companies are the ideal solution to enhance the quality of customer service and digitize repetitive processes without compromising the customer experience. Built to empower utility customers, SEW’s customer service chatbot, virtual agents and live chat capabilities help streamline operations and set up automated workflows to cover a multitude of industry use cases. Activations and terminations are simple tasks that can easily be accomplished by IVAs. Utility companies routinely use conversational AI to create a personal customer experience while streamlining these onboardings and cancellations. Conversational AI can also help with signing up for services like paperless billing, autopay, service requests, or even filing a complaint about something as simple as tree trimming or as serious as a fallen tree on a power line. So basically, conversational AI can streamline the processes of opening an account, closing an account, and all common account management inquiries that happen in between.

Typical use cases for RPA are in areas such as processing billing transactions in high volumes, managing consumption metering, and compiling customer records. In industries like energy and utilities, regulatory requirements often drive the need for rules-based process management, which can be automated with RPA. Before looking at the use cases for chatbots in more detail, it’s worth exploring the terms “Bots” and “Robotic Process Automation (RPA)”,  both of which are prevalent in the energy and utility sector. And AI has integrated itself into customer service far beyond just evolving the average chatbot. Companies are now using it to determine how long to leave customers on hold, as well as to understand and act against a host of other behavioral clues. Create dashboards to access real-time insights and improve customer experience.

The Smarter Side of Utility CX

YTK and Varma, both GetJenny customers, have managed to maximise their human agent potential by introducing chatbots. Avert Crisis— All companies face a crisis at some point, however, in a sector where customers’ lives get directly affected, a crisis can be unwelcomingly problematic. As a solution, the company utilized AI-powered tech in their office to resolve the issue. Machine learning abilities were used to analyze and understand different datasets that were facing issues to exactly locate the outage source without sending personnel for inspection. The manpower and time which was needed to execute this operation were reduced to a great extent, which helped the company improve its customer satisfaction and brand value. What’s more, with WhatsApp chatbot for utilities, your customer support team can concentrate on solving more complex queries whereas the common queries can be addressed by the chatbot.

• Built to empower utility customers, SEW’s customer service chatbot, virtual agents and live chat capabilities help streamline operations and set up automated workflows to cover a multitude of industry use cases.
• Exelon looks at a chatbot as part of a larger technology strategy, not a standalone innovation.
• The manpower and time which was needed to execute this operation were reduced to a great extent, which helped the company improve its customer satisfaction and brand value.
• And when IVAs manage common inquiries, live agents have more availability to address customers with more complex issues.

Reducing our environmental impact should be equally important to the company and the customer. Conversational AI enables companies to notify customers of peak times, when utility costs may be higher. Knowing when to avoid high-energy use activities – like charging an electric car – leads to happy customers and increased customer retention.

With the right design, chatbots can be taught to respond in certain situations to trigger sales consultancy, which, in the end, will make both parties more satisfied. What’s more, queries that the chatbot is not trained to solve can be seamlessly transferred to the human agent using bot-to-human handover. Human agents can also monitor the bot conversation history which allows them to jump in with the context.

WebRTC enables remote technicians and customers to use visual assistance with no app download. Learn more about how SightCall protects user data in compliance with state, national and global regulations. Place AR digital anchors and work instructions onto real world objects to provide expert guidance, take remote measurements and more.

Blicker’s Chatbot revolutionises customer engagement in utilities by enabling effortless self meter readings, streamlined processes, and instant assistance. Overall, Blicker combines rule-based messaging with AI-generated information and utilizes image processing for photos, showcasing a hybrid approach that leverages the strengths of both rule-based and AI-driven chatbots. Furthermore, Blicker stands out as it has the ability to handle both text and image inputs, which is not a common feature in all chatbots. When evaluating chatbot options for the utility industry, it’s crucial to assess your company’s specific needs and objectives.

Chatbots create analyses of conversations and provide valuable data for future use. While they provide in-depth analysis to the company, they provide information to customers on their needs and let them change certain data, such as their tariffs, locations, etc. You can monitor the overall performance of the chatbot via chatbot analytics and figure out what is working and what is not. Unlock insights from data to create the right conversational experiences for customer service. Chatbot analytics continually analyzes conversational experience, uncovering gaps, and suggesting fixes.

Additionally, use of a chatbot facilitates the efficient gathering of robust data about the nature of customer service inquiries and their resolution. This provides information the organization can use to continually improve its customer service program and processes. Alternatively, for utility companies desiring a combination of structured responses and AI capabilities, hybrid chatbots offer a versatile solution. These hybrid chatbots integrate rule-based and AI-driven approaches, allowing for personalised interactions while maintaining control and accuracy. However, the best choice ultimately depends on the desired functionality of your utility company.