Utility Chatbot Solution Provider Reimagine Utility Business with Smart Bots

GetJenny develops JennyBot, a chatbot builder with a custom natural language processing engine (NLP). With JennyBot, you can easily build intelligent chatbots to improve customer experience, automating manual work in customer service, lead generation, HR and internal communications. Leverage conversational AI to improve your customer service for energy services. Offer up-to-date information on energy pricing or promote your energy consumption app.

This approach reduces service costs while granting customers control over when, how, and where they engage with their utility provider. Blicker can be described as a hybrid chatbot with elements of both rule-based and AI-driven approaches. The conversation flow in Blicker is primarily decision-tree-based, representing the rule-based aspect. However, when it comes to responding to meter images, Blicker employs AI-based techniques, indicating the integration of AI capabilities within the chatbot’s functionality. For a chatbot-only approach, a simple snippet is pasted into your website. Your GetJenny Customer Success Manager will always be on hand to help you.

How Chatbots and Virtual Assistants are Revolutionizing Customer Service for New Businesses in 2023

In order to answer thousands of requests per day, Naturgy implemented Pepe, a natural language-based chatbot that understands users’ requests and provides the most accurate answer. Foremost, customers want to engage in the way that’s most convenient for them, and many now prefer texting instead of using the phone or web apps. And, they want to do it in their preferred mobile interface, not just by navigating to a company-specific app. Second, voice-enabled platforms will get people used to the convenience of voice commands and relevant, automated responses. These channels provide the interface for chatbots in the same way the web browser does for web apps.

• With six utilities including Atlantic City Electric, BGE, ComEd,  Delmarva, PECO and  Pepco, Exelon has the delivers electricity and natural gas to about 10 million customers across the East Coast and in Illinois.
• These predictions could help the utility manage its gas supply more efficiently, ensuring a reliable service.
• We tested the companies with a few simple questions a human representative should be able to answer rapidly and compared the results across multiple channels, including chatbot, live chat, email and social.
• Now, those centralized, human-intensive operations may no longer be a best practice, and support professionals must be protected without sacrificing quality of service.
• For instance, a utility company could use Chat-GPT to analyze the usage patterns and preferences of its customers.
• Another success story related to AI is Exelon, an electricity provider with over 10 million consumers.

Our chatbot is designed to handle these types of interactions efficiently. It not only identifies and prioritizes incidents and complaints, but also quickly refers them to a specialized agent. It guarantees fast and effective attention to solve problems as a matter of priority. Enable self-service for incoming requests to slash operational costs by up to 60%. Like navigating through an automated phone system, customers can select from a series of options, giving them the power to choose their own journey.

Greater Customer Service Team Capacity

Utility companies have long relied on traditional call centers to meet customer service needs. Now, those centralized, human-intensive operations may no longer be a best practice, and support professionals must be protected without sacrificing quality of service. Automates the management of answers to frequently asked questions, consultation of consumption, invoicing dates… It provides accurate and quick responses, ensuring a hassle-free experience in resolving queries. By incorporating Blicker’s chatbot, many customer interactions can be available 24/7 and handled in automated and efficient ways.

We have several pricing tiers depending on your needs, you can check them out here. Stand out from competitors with prompt conversational support round the clock. In the quest of a bot that acts and responds like a human, we see a need of connecting that bot with other systems to add transactionality and intelligence. The Energy and Utilities sector is characterized by 24 x 7 operations and a large residential and commercial customer base that depends on uninterrupted and critical service levels. Customers are looking for new ways to interact with companies, thanks to several converging technology trends.

All of the above challenges need to be managed and navigated in a way that’s mindful of the need to manage costs. As utilities improve the quality and accessibility of their customer service frameworks, they must also find ways to stay as lean as possible while still providing the best possible experience for the customer. It empowers customers with automatic data capture, instant billing, and the option to switch to live chat for personalised support. With the help of deep learning algorithms, conversational AI utilises vast amounts of training data to determine user intent and gain a better understanding of natural language. The utility industry often receives high call volumes from customers, which can lead to long wait times and frustration.

Chatbots can also improve the way we approach the future of work in field service. Implementing conversational AI and automating tasks decreases the amount of time live agents are tied up answering commonly asked questions. This means commonly asked questions will be answered quickly and accurately via IVAs while live agents will have more availability to handle any complex requests that may arise. They can take more calls, more frequently, and thereby, increase the scale of their operations. Utility companies communicating with customers via conversational AI will benefit from improved customer service, lower contact center costs, and increased power and flexibility.

Especially while changing residence, chatbots ensure that utility customers continue the service by being in constant touch with them. Employing bots in place of live agents saves a lot of money and time for the utilities. Making such shifts to technological aids have resulted in operational efficiencies. Several problems have been solved with such invasions, such as handling annoyed customers with quick resolution to their issues.

Yellow.ai’s Conversational Commerce Cloud provides generative AI-powered marketing templates, end-to-end campaign workflows and Customer Data Platform (CDP) that helps in driving 60% increase in engagement. Boost business growth and revenue through seamless payment collections across channels, effortlessly connecting with existing payment platforms. With RPA integrations, it’s possible to automate the entire buying process, from conversation to sending their details to your CRM software and completing the purchase. Artificial intelligence offers a novel lifeline to an industry that needs rebranding.

“By leveraging the cloud and automation, we can shorten this lifecycle significantly and deliver more to our customers faster,” he says. Exelon as a company was built through acquisitions of several utilities, which now span metro areas including Chicago, Atlanta, Philadelphia, Washington DC, and Baltimore. Each of those operating units has its unique core systems—including long-running, proprietary systems for billing, outage monitoring, and reporting. Chat-GPT can be a powerful tool for training and development in the utilities sector. By simulating a variety of scenarios, it can provide practical training experiences, enhancing the skills and knowledge of employees.

Customers communicating with utility company’s IVAs will benefit from a more convenient and streamlined customer experience. The Energy and Utility industry has been transitioning from a highly traditional method to a technologically revolutionized, empowered mode of operation with the facilities technological developments provide. For a sector where companies need to provide uninterrupted basic amenities and constant customer care and problem-solution, it is of high importance to be in close touch with their customers and their issues. US-based startup Alba Power provides conversational communication solutions for electric utilities. The startup’s AI-based assistant enables residential customers to participate in peak load, rebates, or other energy-related programs and offers a white-label communication extension to the energy services.

Whenwhyhow provides Customer Behavior Analytics

A WhatsApp chatbot can respond to different questions with relevant user information from your database. “Siri, please set a reminder to pay my chatbots for utilities utility bill tomorrow.” Doesn’t that sound familiar? From voice-based to text-based, they are here to resolve your issues quickly and easily.

Utility chatbot on WhatsApp improves the accounting and billing structure of the utilities sector by bridging the gaps in documentation, manual accounting, data consolidation, and data entry. For instance, as soon as the chatbot receives an outage-related complaint, it can fetch information from the internal system and update the customer of the current status. This reduces the overall execution time, thereby improving customer satisfaction. Chatbots can assist customers in resolving payment issues by providing detailed billing information and assisting with payment arrangements, reducing the number of disputes. Combine JennyBot with your Live Chat solution and deflect over 80% of frequent issues automatically, saving time for your human agents. Many of them were button-based and guided users through predefined flows.