Utilities receive two-thirds of payments via electronic channels, yet most still lack the capacity to efficiently communicate with their customers digitally. Due to COVID-19, Utilities and Energy providers have seen a significant spike in support requests, adding to the pressure to improve their customer service and support infrastructures.
Customers want 2-way communications from Utilities and Energy providers as they do any service but are often frustrated with 1-sided texts or website updates—even for simple questions like billing inquiries, change of address or outage information.
AI chatbots and voice bots are helping Utility and Energy providers change this.
Watch this video to see how: