image credit: Image created by DALL-E, a product from OpenAI
- Dec 20, 2023 8:28 pm GMT
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- Advanced Chatbots for Customer Service: Outdated knowledge base tools are out.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
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