On the same wavelength: How energy suppliers are stepping up their game in customer service with AI automation
Read our whitepaper to find out how you can
- delight your customers with short waiting times and personalised solutions
- automate customer service to a large extent with AI tools
- make your customer service available 24/7 and still reduce costs
- address the skills shortage by automating case handling.
88 percent of customers want their concerns to be resolved by energy suppliers within a single contact.
How energy suppliers are using modern technology to improve their customer service
The energy industry is undergoing a profound transformation. Climate protection and energy transition are creating a high degree of regulatory uncertainty. Municipal utilities, energy suppliers and network operators must adapt to constantly changing conditions. At the same time, new entrants with innovative solutions are putting established energy suppliers, municipal utilities and network operators under enormous pressure.
This makes it all the more important for energy suppliers to focus on customer loyalty. After all, satisfied customers are generally less likely to switch suppliers, which is a key competitive advantage. The expectations of customer service staff have also changed. Service agents want a variety of tasks and opportunities for personal and professional development. This is another challenge for energy suppliers, as customer service is often characterised by routine activities.
But energy suppliers have another trump card up their sleeve: artificial intelligence (AI). It provides the critical lever to successfully address all of these challenges. Read this whitepaper to find out how it works in practice.
