Deliver Superior Utilities & Energy Customer Experiences with Conversational AI

Presented by

Michael Kropidlowski, SVP Marketing,, Jason Hipskind, Senior Vice President, Utilies and Energy

About this talk

The COVID-19 pandemic accelerated the use of digital channels and forced many organizations, including utilities to reevaluate their traditional way of doing business and the service options they offer to their customers. Utility customer service teams are no exception, challenged with how to support a more permanent remote workforce amidst a growing volume of incoming customer requests across voice and digital channels. Many have found that intelligently automating a percentage of incoming customer engagement requests with 24/7 self-service options is the answer for improved interaction handling and a better service experience for the customer and the employees that serve them. Gartner estimates that by 2025 “customer service organizations that embed AI in their customer engagement center platforms will increase their operational efficiency by 25%.” Join, recently recognized as a leader in the 2022 Gartner Magic Quadrant for enterprise conversational AI platforms, for a webinar where we’ll discuss: • How conversational AI is creating more efficient and effective digital workplaces and effortless experiences for customers • How utility organizations can modernize their customer service and support with cloud-based, conversational AI virtual agents for traditional voice and growing digital engagement • How conversational AI can augment live agents with real-time automated assistance so they can focus on the customer • The easiest entry points of using conversational AI and top utility use cases to automate

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