Chat bots: Automating customer service at a major utilities company

Chat bots: Automating customer service at a major utilities company

Challenges 

The utility company needed an efficient process that enables customers to start, change, or stop their service. They wanted a simplified approach to allow customers to use their cell phone’s text capabilities. Unfortunately, past attempts had proved inflexible and created user frustration. The customer needed an automated and easy-to-use solution. 

Solutions 

Neal Analytics developed a chatbot capable of asking questions about a user’s service and accepting partial answers. This bot was able to ask clarifying questions to fill in the gaps to create a more natural interaction. We created a user-friendly interface that requires no training that used Microsoft Cognitive Services – Language Understanding Intelligence Service (LUIS) and Bot Framework.

 

Results 

The chatbot was able to simplify the customer experience dramatically. Implementing chatbots resulted in reduced time and cost of addressing repetitive service.