CASE STUDY

AI Chatbot Analytics Helped with Optimal Conversational for Energy Distributor in Europe

Jul 21, 2022

Highlights of the Case Study: 

Particulars Description 
Client A significant energy distributor in Europe wanted to develop optimal conversational AI to address the consumers’ issues and provide fast service.  
Business Challenge The client approached Quantzig to find a solution for its endless operational challenges, improve its customer engagement strategies, reduce restoration time, and function resiliently in the face of attack and natural calamities. Additionally, the client intended to improve asset utilization considerably.    
Impact Quantzig’s advanced analytics solution helped streamline and maximize customer satisfaction. The client efficiently handled contact center data volumes across mobile apps, emails, chatbots, messages, websites, and social media.    

Game-Changing Solutions for the Energy Business   

The energy sector is stricken with several problems resulting from elevated demand for electrical power systems, electricity shortage, power quality issues, and rolling blackouts forcing them to look for innovative options. In many instances, the traditional electric power grid has been replaced or improved with the help of distributed energy resources (DER). However, managing the energy grid has become more difficult due to the growth of DERs and new data sources.    

Utility companies have begun to rely on AI and ML to provide high-quality and reliable electricity to consumers. Quantzig’s advanced analytics solutions can efficiently analyze AI capabilities to facilitate DER integration. The advanced metering infrastructure (AMI), also known as smart meters, enables advanced grid planning and operations. Moreover, Quantzig’s solution can reduce the cost of upgrading infrastructure, enhance the usage of current assets, and improve maintenance using predictive maintenance analytics.  

The Challenges of the Client 

Our client, a major energy distributor with its European headquarters, was struggling with the following issues: 

  • Sending power outage notifications to consumers   
  • Cybersecurity   
  • Utility bill updates   
  • Addressing additional service requests   
  • Envisioning asset failure   
  • Digitization and agile control   

The client collaborated with Quantzig to develop optimal conversational AI to address the consumers’ issues and provide fast service. The client approached Quantzig to find a solution for their endless operational challenges.    

The client wanted to improve its customer engagement strategies, reduce restoration time, support all generating and storage options, foresee and respond to system problems, and function resiliently in the face of attack and natural calamities. Additionally, the client intended to improve asset utilization considerably.    

Quantzig’s Advanced Analytics Solution for the Energy Sector 

Quantzig offered the client an advanced analytics solution that automated outage, maintenance, and billing notifications. Quantzig’s advanced analytics platform automated billing reminders by sending timely messages to consumers. The solutions also set up revised payment plans for consumers. The client utilized several features of the solution, including a customer engagement channel, real-time energy consumption information, and Dialpad AI Contact Center. Moreover, our solution enabled the client to send alerts, provide consumption trend analysis, and plan and schedule shutdowns. Our team also identified discrepancies in the client’s distribution process, and our solutions provided multiple distribution channels to overcome this challenge.   

Impact Analysis of Quantzig’s Advanced Analytics Solution 

The client could provide services faster using Quantzig’s advanced analytics solution. Additionally, the analytics platform included contact center analytics to streamline and maximize customer satisfaction. The client efficiently handled contact center data volumes across mobile applications, emails, chatbots, messages, websites, and social media.    

Our conversational AI solutions unlocked the following benefits for the client.   

  • Reduced email requests and phone calls   
  • Helped the client save time and money through chatbot automation 
  • Helped the client offer 24/7 customer service and operations   
  • Enhanced the average handling time (AHT)  
  • Enabled tracking of energy usage and provided alerts 
  • Helped resolve 60% of issues via chats without involving a customer service advisor   

Key Outcomes 

Quantzig’s advanced analytics solutions helped mitigate the client’s several issues with respect to efficiency in managing its energy distribution services. It resolved various issues impacting the client’s services, such as maintaining effective communication channels with consumers to provide updates and resolve issues. It also streamlined operations by implementing an effective system for pre-empting asset failure and setting up a preventative maintenance protocol. All these interventions helped improve customer service, minimize downtime, and ensure optimum utilization of resources.  

Broad Perspective on Advanced Analytics Solutions 

Companies across all business segments leverage conversational AI solutions like chatbots, virtual agents, and voice assistants to improve customer engagement strategies. AI technology is applied in the energy sector to enhance customer engagement and deliver exceptional customer service. More importantly, AI regulates energy flows between buildings, residences, storage batteries, microgrids, renewable energy sources, and the power grid. This reduces energy wastage while boosting consumer awareness of energy usage. Chatbots can respond to minor maintenance issues and fix them proactively, thereby improving performance and considerably decreasing risk. Machine learning (ML), artificial intelligence (AI), and natural language processing (NLP) algorithms help analyze conversational data from multiple channels and help companies resolve issues faster.   

Key Takeaways 

  • Quantzig’s solutions helped the client increase the accessibility and reliability of its operations.   
  • They enabled hourly, daily, weekly, and monthly tracking of consumption   
  • These solutions defined custom thresholds of various equipment  
  • They provided smartphone notifications when consumption went beyond defined thresholds.    

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