Chris Adomaitis, Global Director of Pre-Sales at Omilia
Artificial intelligence in contact centers has emerged as a pivotal innovation, offering a way to revolutionize how utility providers manage customer interactions and communications during crises.
Contributed by Chris Adomaitis
The increasing frequency and severity of natural disasters pose significant challenges for utility companies, particularly in maintaining effective communication with customers during critical service disruptions. These challenges are compounded by the dual pressures of managing the high costs associated with traditional contact center operations and adhering to government-set Key Performance Indicators (KPIs) aimed at ensuring quality customer service.
In this complex environment, Artificial Intelligence (AI) in contact centers has emerged as a pivotal innovation, offering a way to revolutionize how utility providers manage customer interactions and communications during such crises. With severe weather-related power outages costing the US economy about $33 billion annually, integrating AI strategically presents an opportunity for utility companies to enhance their service reliability and operational efficiency, while also meeting the stringent KPIs set by regulatory bodies.
Recent regulatory actions underscore the urgency of this transformation. In June 2023, NYSEG and Rochester Gas & Electric did not meet all four of their respective metric targets for customer service, resulting in the state fining the companies $8.72 million and $5.9 million, respectively. Similarly, in February 2024, under new powers given to the water regulator for England and Wales, water companies could be fined up to a tenth of their turnover for poor customer service. These examples highlight the financial risks and reputational damage that can result from failing to meet established customer service standards, further emphasizing the need for utility companies to adopt innovative solutions like AI to enhance their customer service capabilities.
For technology purchasers and Generative AI enthusiasts eyeing the next frontier in customer service, the application of AI within utility companies’ contact centers represents a transformative shift. It addresses both the operational inefficiencies plaguing traditional contact centers and the growing customer demand for real-time, reliable information during service disruptions. A typical utility provider, servicing two million customers, can receive upwards of two to three million calls annually. The cost of handling this volume through human agents alone traditionally ranges between $20 million and $40 million, spotlighting a significant opportunity for cost optimization and service improvement through AI integration.
Today’s AI agents are a far cry from the basic automated systems of the past. They are capable of managing a wide array of tasks that were once the exclusive domain of human agents, including: initiating services, processing payments, and providing up-to-the-minute information on power outages. More importantly, since the AI can greet every caller, it can proactively offer information and solutions to customers, pre-empting the flood of inbound calls that typically inundate human agents following a service disruption. This proactive communication strategy not only eases the burden on contact centers but also fosters trust and confidence among customers, assuring them that their utility provider is both aware of and addressing the situation.
What’s more, the capabilities of AI extend beyond just customer service automation. Advancements in voice biometrics mean callers can be authenticated quickly and accurately. Voice biometrics authentication is the process of saving an audio sample of the customer’s voice to a database so when they call again, their voice print can be verified quickly, reducing the need to incorporate passcodes for example. Finding ways to make authentication easier is a great way to reduce the risk of fraud and to drive the use of AI services. Likewise, advancements in AI models enable more customer service tasks to be successfully completed with automation. reducing wait times and freeing up human agents to tackle more complex or sensitive issues.
The benefits of implementing AI in utility contact centers go beyond immediate customer service improvements. AI-driven analytics offer deep insights into call patterns, customer concerns, and potential operational bottlenecks. These insights can enable utility companies to continuously refine their customer interactions, ensuring high-quality service that can significantly reduce the risk of government-imposed fines for inadequate customer service.
As we look towards a future where natural disasters are likely to become more frequent, the adoption of AI in contact centers offers a resilient and scalable solution for utility companies. It’s a pivot from the reactive, capacity-constrained models of the past to a proactive, efficient, and customer-centric approach. For those in the business of buying technology and Generative AI for contact centers, the message is clear: the time to digitally transform is now. Not only does it promise to enhance operational efficiency and reduce costs, but it also strengthens the bond between utilities and the communities they serve, building a foundation of trust that is invaluable in times of crisis.
Ultimately, the integration of AI into contact centers for utility companies is more than just an operational upgrade; it is a critical evolution in the face of changing global weather patterns and customer expectations. This shift not only empowers customers but also equips utility providers with the tools to navigate the challenges of modern-day service disruptions. As we move forward, the role of AI in fostering resilient, efficient, and customer-focused communication channels will undoubtedly become a cornerstone of the utility industry’s strategy to mitigate the impact of natural disasters.