AI Chatbot for utility customer satisfaction

Using Artificial Intelligence to Increase Customer Satisfaction

Utilities

THE CHALLENGE.

Recently, Pegasus One’s passionate team of utilities digital experts set out to examine how subject-matter expertise can be delivered by digital personal assistants using the technology available today. Specifically, we wanted to not only examine the potential impact of voice-activated, AI-driven chatbots – we also wanted to develop use cases and solutions for such a utility.

Using Artificial Intelligence to Increase Customer Satisfaction

Utilities

THE CHALLENGE.

Recently, Pegasus One’s passionate team of utilities digital experts set out to examine how subject-matter expertise can be delivered by digital personal assistants using the technology available today. Specifically, we wanted to not only examine the potential impact of voice-activated, AI-driven chatbots – we also wanted to develop use cases and solutions for such a utility.

APPROACH.

After initial discussions, the team got to work on a solution that provides executives, account managers and field-service technicians with a chatbot through which they can conduct voice commands or typed queries. By combining voice-activated search technology with an innovative application programming interface (API), they discovered an opportunity to give users an organized and detailed response to their questions.

The machine learning functionality of the AI-driven chatbot, in particular, proved to be incredibly valuable, as it helped the utility build a knowledge hub that leveraged AI to answer IT function questions. It was particularly adept at tracking the progress of particular work orders, for example.

RESULTS.

Almost immediately, a variety of beneficial results were achieved, like:

  • It was more than capable of automating the research process for the sales team.
  • It provided sales personnel with additional knowledge on key factors related to specific industries.
  • The solution also reduced processing time by providing research materials that were never more than a click (or a voice command) away.

VALUE.

In the end, Pegasus One was able to design an intelligent digital personal assistant that responds to questions about the status of work orders based on unique, proprietary information within its own database. The chatbot also helps account executives and managers conduct customer research more quickly, with far less effort than before.

All told, the application is very easy to use and efficient – making it more appealing for in-house users. It results in improved customer interactions and a significantly enhanced customer experience, too.