Utility companies don’t have to just meet customers exacting standards, they need to standup to scrutiny from government regulators and pressure groups too. So whether its billing, interruption of service or just a change of address the faster you resolve a customer’s issue, the better the experience. For everyone.
Conversational AI gives your customers the effortless experience they want by removing the frustration caused by call center queues, endless online menus or outdated FAQs. All these barriers to delivering great customer service are removed by allowing your customers to just ask for what they want, in their own words.
With Teneo, customers can interact with enterprises over any device or channel, in any language, at any time, and receive a personalized response. Your intelligent virtual assistant can fill out forms, deliver technical advice, process billing queries, suggest ways to save on consumption, and even recommend better tariffs.
A digital ambassador that champions the customer.
Teneo enables developers and business users to collaborate in the development and maintenance of an intelligent virtual assistant. This not only helps speed-up the initial build, but also ensures the dialogue flows and responses stay relevant over time.
In addition, when disaster strikes, such as a major outage on part of the network, your staff can easily update the conversational AI interface with the very latest information. This helps to deflect customer calls and relieve some of the pressure on contact center staff, allowing them to deal with more urgent cases quicker.
With Teneo, enterprises can integrate customer data that may be held on fragmented and complex infrastructures to consistently give the right answer. By delivering a highly personalized response whether an issue is affecting one customer or tens of thousands, conversational AI helps to improve first call resolution rates.
Customers are rarely interested in speaking to a utility company unless there’s a problem. The customer experience they are looking for is fast, seamless and frictionless. Conversational AI overcomes the issue of a lack of engagement by enabling enterprises to discover what customers really think – of their service, price, even additional services.
Solve their current problem quickly, and customers are more likely to answer a relevant question during the interaction. An issue with electricity costs might lead to a question about renewable energy. A problem with water supply, might trigger a question on utility insurance.
A Teneo conversational AI interface can intelligently determine the best question to ask for the situation based on what it already knows is relevant to the individual customer. This information might include data from the conversation that day, or previous information gleaned from other conversations and the customer’s account information.
Data privacy capabilities within Teneo allows enterprises to maximize the value of the data generated from conversational interactions, while maintaining compliance with regulations such as GDPR. Teneo Data can then be used to reveal actionable business insights and industry trends on a wider scale.