Chat bots: Automating customer service at a major utilities company

Chat bots: Automating customer service at a major utilities company

Challenge

  • The company was looking for efficiency in the process of working with its customer who wishes to start, change, or stop their service
  • Wanted a simplified approach to allow customers to use their familiar cell phone text capability.
  • Past attempts with machines proved inflexible and created user frustration

 

Solution

  • Using Cognitive services and a cloud Bot Framework, Neal Analytics developed a chat bot capable of asking questions about a user’s service and accepting partial answers
  • The bot is then capable of asking clarifying questions to fill in the gaps in any order creating a more natural interaction
  • Neal Analytics used Language Understanding Intelligence Service (LUIS) to translate and process natural language, creating a friendly user interface that requires no training to use

 

Result

  • Chatbot showed they can dramatically simplify the customer experience
  • Allows for a reduction in time and cost of addressing repetitive service