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Keep your utility customers informed and give them 24/7 access to their utility accounts to improve customer experience(CX) and drive loyalty with AI-driven intelligent virtual assistants.

With utility customers in electric power service, natural gas, or water services, using AI-driven self-service for customer inquiries and engagement drives positive business outcomes and better performance with your local public service regulators. It’s crucial to steer repetitive tasks and high call volume to smart automation.

AI-powered intelligent virtual assistants enable 24/7/365 service for making payments, comparing utility plans, reporting outages, starting and stopping service, and helping customers understand their monthly usage – all without live agents which eases inbound contact volumes and helps reduce overall customer wait times.

Electricity Bill Utility Use Case

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Deliver Superior Experiences Across Utility Use Cases

Start/Move/Stop Service

  • Start Services
  • Stop Services
  • Move Services
  • Suspend Services

Utility and program enrollment

  • Average Monthly Billing Enrollment
  • Energy Efficient Enrollment
  • SmartHouse Enrollment
  • Paperless Billing
  • Autopay

Minimize customer support spikes

  • Update Contact Information
  • Account Balance Inquiry
  • Duplicate Bill/Invoice request
  • Repair Service Request
  • Energy Meter Status
  • Alert Preference Notifications

Bill Pay, Payment Arrangement, Collections

  • Payment in Full
  • Payment Arrangement
  • Payment Reminders
  • Payment Summary
  • Past Due/Shut Off Notification
  • Arrearage Collection

Update customers about outages

  • Report an Outage
  • Outage Updates
  • Enroll/Unenroll in Alerts
  • Outage Update Service (SMS or Call Back or Email)
  • Check on Repair Status

Empower Your Agents with Their Own Intelligent Virtual Assistants

Newly trained call center agents not being able to resolve an issue due to insufficient knowledge or access to information is often reported as a top frustration for customers. Not anymore. Now even new contact center agents can perform like your most experienced utilities customer service agents.

Provide your contact center agents with their own intelligent virtual assistants to support them in real time when interacting with customers. Our intelligent virtual assistants can be  trained from the start to handle the most common utilities customer use cases and proactively guide your contact center agents with:

  • Omnichannel experiences by transferring all the information from the self-service interaction to the agent desktop.
  • Next-best action prompts based on the customer intent detected.
  • Automated fulfillment tasks throughout the engagement performed by the virtual assistant on behalf of the agent.
  • Contextual recommendations and swift information retrieval during live voice and digital interactions.
  • Automatic summarization of the customer interaction to speed up post-interaction wrap-up.
Customer Service Agent

Empower Your Contact Center Agents for Big Benefits

30% Reduction in Support Costs

Increase contact center agent efficiency and reduce support costs.

Five Times Faster Ticket Resolution

Intelligent virtual assistant for contact center agents gives agents the information to resolve customer enquiries faster.

25% Improvement in CSAT

Faster service, accurate information and overall better experience improves CSAT.

Decrease Agent Attrition

Empowered and confident agents are happier and will stay with your company longer.

Staff Augmentation

AI-driven intelligent virtual assistants can handle a limitless amount of incoming interactions and outbound notifications 24×7 everyday.

Omnichannel Customer Service and Support

Offer a seamless cross-channel experience for customers to engage and request service, whenever they need help using the channel that best suits them.

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Kore.ai Named a Leader in 2023 Gartner® Magic Quadrant™ for Enterprise Conversational Al Platforms