Utilities

Use customer insights to anticipate their needs and enable them to easily navigate complex products and services.

Improve customer service and turn customers into advocates

Significant changes in the utilities industry include rising customer expectations for online customer service and support, digital payment, and account management. Consumers expect a personalized experience and easily accessible answers to questions on subjects ranging from service, upgrades, clean energy options, prepaid billing, home energy management, to real-time outage reporting.

Energize your business and customer relationships with the power of artificial intelligence, machine learning, and AI-powered agents. [24]7.ai solutions let you support your customers whenever they want it and on their device of choice. Use data to predict consumer intent and then respond in real time, creating happy customers and advocates for your business.

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Deliver personalized, relevant, and contextual experiences

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Customer Acquisition

  • Product research and comparison
  • Bundling offers
  • Intent-driven service journeys
  • Service coverage and location
  • Additions and modifications
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Retention and Loyalty

  • Billing and usage questions
  • Account management
  • Rebates and rewards programs
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Optimization and Cost Reduction

  • Increase self-service rates across all channels
  • Increase first contact resolution
  • Lower average handing time with blended AI and live agent experiences
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Best Practices

Best Practices

Operationalize Messaging

Messaging is destined to profoundly change the way that businesses and customers interact. Learn how [24]7.ai can help you operationalize messaging by using conversational AI to improve customer satisfaction and strengthen loyalty.

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Work from Home Agent Solutions

As the COVID-19 pandemic began to spread across the world, [24]7.ai was able to move early and quickly to adopt a successful work from home (WFH) model with minimal disruption.

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COVID-19 Business Continuity

During the COVID-19 pandemic, [24]7.ai has invoked business continuity plans to ensure operations across our contact centers are up and running.

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Proactive outreach to improve customer engagement

Utility workers

Increase incremental revenues

Boost net new revenue by approaching prospects based on their intent and propensity to apply for new connections, pricing modifications, and more. Increase conversions by guiding them with self-service or assisted service during every stage of the acquisition and application process.

Improve customer experience

Better identify customers likely to surface complaints or issues and then intervene for a timely resolution, steering customers to the best escalation channel for their intent. Promote the next best action based on customer intent and history informed by big data and predictive analytics.

Boost operational efficiences

Provide intelligent, automated, always-on self-service to immediately resolve routine inquiries on topics such as duplicate billing, tariff plans, usage, and terms and conditions. Transition seamlessly to assisted service—the full conversation context transfers as well—for more complex requests and inquiries.

[24]7.ai is the right choice for utility companies

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Lower costs and improve CSAT/NPS by implementing self-service across channels

A Leading US Energy Provider

Improved CSAT 30% and reduced annual costs $1 million by implementing [24]7 Answers to deflect calls and emails.

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Improve customer experience and call deflection with virtual agent chatbots

A Canadian Utility

In the 11 months since the utility deployed a [24]7.ai chatbot to interact with its four million customers, the chatbot answered more than 720,000 questions with 94% accuracy.

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Explore our applications & technology

Engagement Cloud

[24]7.ai Engagement Cloud delivers superior omnichannel experiences by blending AI and human intelligence to discover, predict and resolve consumer intents.

AIVA Technology

[24]7 AIVA conversational AI combines the world’s most advanced natural language processing (NLP) technology with an intent-driven engagement platform to enable ‘near-human’ conversations in your digital and voice channels.AIVA can understand slang, local nuances, colloquial speech, and can be trained to emulate different tones.

Operationalize Messaging

Messaging makes it easier for consumers to reach you. Whether your customers are connecting to a conversational chatbot or virtual or a human agent, our single platform allows you to build models once and deploy across messaging channels at scale.

Conversations

[24]7 Conversations enables you to build, test, and tune your own conversational chatbots or virtual assistants and then deploy across web, mobile apps, messaging and voice channels.

Agent Services

[24]7 Agent Services is the leading provider of BPO solutions to global Fortune 500 clients, offering highly-skilled chat, messaging, voice, and email agents.

Assist

[24]7 Assist offers a unified workspace with a single console and powerful tools to empower live agents on all messaging and digital channels with blended human and artificial intelligence interactions.

Answers

[24]7 Answers creates an enriched FAQ and self-service chatbot experience to give your customers quick replies to questions, policies, product information and more.

Voices

[24]7 Voices reinvents traditional IVR with conversational AI so you can engage with customers who call you on the phone and seamlessly interact across digital and voice channels.

Journey Analytics

[24]7 Journey Analytics uses advanced path analytics to deliver insights that identify how to improve CX and optimize omnichannel customer journeys.

Target

[24]7 Target helps brands to design and deliver personalized and targeted experiences across devices and channels through dynamic predictive messages and creatives.