Applying AI to improve customer experience

Mr. Bui Trung Kien, EVNHCMC Vice President, said that Ho Chi Minh City's power sector is the first state-owned enterprise to build a model and network of science and technology, innovation, and connections inside and outside the enterprise. Up to now, EVNHCMC has mastered the technology, automated 100% of the power grid; installed 100% of the meter systems with remote data measurement functions; implemented a customer care multi-channel switchboard, etc.

One of the outstanding achievements in electricity business operations and customer service of Ho Chi Minh City Power Corporation (EVNHCMC) over the years has been the installation of electronic meters with remote data reading capabilities to serve customers. In the past, to measure electricity consumption, power sector workers had to manually record meter readings by visual inspection, now with the use of remote electronic meters, the recording of indexes is done completely automatically. The introduction of an electronic meter system with the function of collecting data remotely with digital data automatically collected to the computer, analyzing and exploiting electricity index data through applications and software has eliminated the previous manual index recording.

In parallel with the deployment of the most effective, fast, and convenient remote metering system for customers, EVNHCMC has promptly developed a customer care application and utility (EVNHCMC App) to proactively empower customers to monitor and supervise their electricity usage, while monitoring the quality of electricity industry services anytime, anywhere through the EVNHCMC application. This App focuses on optimizing the customer experience. Through all touchpoints in the customer experience journey, EVNHCMC gains a better understanding of customer behavior and expectations when using the application, thereby developing solutions to personalize the customer experience.

By accessing the EVNHCMC App, all customers not only receive notifications from the power sector, such as first and second electricity bill notices, payment reminders/disconnection notices, payment confirmations, power outage announcements, and other updates, but also benefit from various features, including viewing daily electricity consumption charts. This allows customers to identify the days with the highest and lowest usage, enabling them to adjust their electricity usage behavior accordingly. As a result, customers can proactively develop flexible, efficient, and more economical electricity usage plans, contributing to environmental protection and reducing economic costs for both their households and society.

Not stopping there, through the EVNHCMC App, electricity customers can quickly register for online electricity services with simple, user-friendly steps to check information and sign up for various online electric services (e.g., power supply, repairs, electrical inspections, updating electricity usage details, etc.). Customers can also easily track the status and progress of electricity services from the application's main screen, saving time and capturing information promptly. Furthermore, customers can make online payments directly within the EVNHCMC App or use banking apps and digital wallets installed on their mobile devices. Customers can use the function to search for electricity bill payment points integrated with a map and their nearest location, providing directions to help them reach the payment point quickly and conveniently.

Cashless electricity bill payment – Safe, convenient, and fast

To promote the implementation of cashless payment solutions in line with the government's directives, in recent times, the Ho Chi Minh City power sector has actively coordinated with banks and payment intermediary organizations to deploy solutions to increase the rate of cashless electricity payments. In particular, EVNHCMC focuses on developing electronic payment channels such as Internet/Mobile/SMS Banking or automatic debit; via the website www.evnhcmc.vn; via e-wallet (Momo, Zalo pay, ViettetPay, VNPTPay, etc), payment via QR Code, etc.

Using online payment methods and non-cash payments to pay electricity bills brings many other benefits, such as payment anytime, anywhere with online payment methods; accurate payment to the odd number of coins; quick implementation; and saving time and travel costs. In particular, non-cash payment ensures safety; it avoids the risk of dropping or losing cash, etc. With the automatic debit payment method, customers no longer need to remember monthly bill payment schedules, nor do they have to worry about power supply interruptions or reconnection fees due to missed payments.

Translator: Thanh Hải