Green Tech 2024: The Year Utilities Try AI – GWC Mag gwcmagDecember 21, 2023030 views image credit: Image created by DALL-E, a product from OpenAI SVP Products, Ibex Digital Helping utilities and their customer experience teams transform customer journeys, decode customer insights and enhance revenues for nearly 15 years. At Ibex, I lead the teams delivering… Member since 2019 177 items added with 34,937 views Dec 20, 2023Dec 20, 2023 8:28 pm GMT 7 views As our thoughts turn to holiday cheer, we take stock of the year past and contemplate the year ahead. Here’s my predictions for the Utility Customer Experience. In 2024, US Utilities will begin to embrace AI, but not the way you think. Forget customer facing applications. Utilities will test and learn AI by using tools to add value inside the CX. Here’s how AI will make a difference: Advanced Chatbots for Customer Service: Outdated knowledge base tools are out. AI-powered chatbots are in. A well trained Chatbot helps customer service reps answer queries quickly and accurately, boosting their productivity, reducing cost to serve, and improving first call resolutions. AI in Customer Surveys: AI and machine learning are now analyzing customer feedback surveys for deeper insights. They’re finding out what customers really think about the utility CX and deciphering customer sentiment, so utilities can make better tuned investments in their customer experience. AI in Communications: AI powered chatbots like ChatGPT help communications teams to amp up their content quantity AND quality. It’s like having extra researchers and writers. AI helps create more and better content for websites, press releases, and campaigns for critical education about energy efficiency, EVs and charging, and helpful new programs. Utilities embrace AI in 2024 to help their internal teams deliver more value to the customer experience in a way that’s safe, more secure, and better fits our industry’s culture. Mark Wilkinson Thank Mark for the Post! Energy Central contributors share their experience and insights for the benefit of other Members (like you). Please show them your appreciation by leaving a comment, ‘liking’ this post, or following this Member. More posts from this member Get Published – Build a Following The Energy Central Power Industry Network® is based on one core idea – power industry professionals helping each other and advancing the industry by sharing and learning from each other. If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It’s also easy to share a link to an article you’ve liked or an industry resource that you think would be helpful. Start a Post » Learn more about posting on Energy Central »