Better customer service with AI

Utility companies deal with a large number of customer inquiries every day, from billing issues to energy-saving measures. At peak times, such as when prices change or regulations are updated customer service teams often struggle to cope with the rush. This energy supplier needed a long-term solution that:

• Effectively support customer service agents
• Ensure fast and personalized responses
• Maintaining efficiency even in times of high demand

To overcome these challenges, AI-supported solutions were implemented, including a semantic search function for the FAQ page, intent recognition systems and a WhatsApp chatbot.

• AI-powered FAQ page: By integrating AI and natural language processing (NLP), an intelligent search function enables customers to find relevant answers immediately. FAQ content is dynamically updated to reflect the latest industry trends and regulatory changes.
• Intent recognition system: Emails and messages received via the contact form are analyzed for intent. Where possible, an automated response is provided so that no human intervention is required in simple cases. More complex requests are forwarded to the support staff.
• WhatsApp chatbot integration: This AI chatbot, connected to the company’s backend systems, provides real-time assistance when using the mobile app and other services, ensuring that customers receive timely support around the clock.

The AI-driven improvements led to:

• Faster responses: customers now get instant answers through AI-powered search and chat functions.
• 24/7 availability: The WhatsApp chatbot provides help around the clock.
• Optimized workload: By automating routine requests, human agents can focus on complex issues, improving overall efficiency.
• Cost reduction: Improved resource allocation and automation lead to significant cost savings.

We deployed an AI-powered FAQ search system built with a secure, GDPR-compliant version of ChatGPT to ensure customer data remains protected and private while delivering relevant search results. Azure AI Language enhanced our system's ability to recognize customer intent and improve chatbot functionality by using advanced natural language processing (NLP). This allowed us to accurately understand customer queries and deliver customized responses. By seamlessly integrating with our back-end systems, our AI chatbot facilitated real-time data retrieval, allowing customers to access accurate information about their bills, account balances and energy usage. We also actively sought further AI advancements focused on personalization, predictive analytics and proactive customer engagement to further improve the overall customer experience.