Chat bots: Automating customer service at a major utilities company
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.
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.
The chatbot was able to simplify the customer experience dramatically. Implementing chatbots resulted in reduced time and cost of addressing repetitive service.