AI optimizes interaction and communication with customers

Historically, customer interactions at EVNHCMC relied mostly on the phone channel, which demands large manpower while causing significant time loss to customers queuing for services. As society evolves and efficiency becomes increasingly pivotal in the way people do business, such lengthy delay is less and less tolerated. To minimize lead time and facilitate quick responses to essential information queries, manual tasks need to be streamlined, for which AI is proved to be a powerful solution.

Artificial intelligence (AI) is quite similar to a human brain. When synchronized with operational data, AI can carry out life-like conversations with customers and appropriately cater to their needs. An AI application can help Customer Services to provide instant, automatic responses and engage customers in the most timely manner. Using various channel-specific scenarios, AI navigates conversations and searches for required information from the databank. Different configurations can also be applied for timeframes on or off office hours.

Based on the existing behavior database, AI  analyzes and informs the utility of patterns in customer demands and behaviors when using different services. This creates personalized customer profiles and the corresponding task prompts, which enable the utility to provide information and redirect customers spontaneously the next time they access its service website http://cskh.evnhcmc.vn.

Furthermore, by analyzing behavioral data from customer interactions with the website, including frequently accessed features and frequently inquired topics, AI can accurately determine customers’ needs and automatically provide them with the right information. Its analytic and processing power is capable of creating natural, meaningful conversations with customers, which is a key input to predicting their future behaviors. This, in turn, informs EVNHCMC of which areas to focus and data to be collected in order to improve customer experience.

Customer information processing by AI

This process can be explained in essence with a simple example. For a customer who frequently goes to http://cskh.evnhcmc.vn to look for power cut schedules, the next time they access the website, AI will recognize the customer and automatically display the power cut schedule for the next 7 days, without them navigating to find the information. Together, similar seamlessly AI-integrated functions can provide an excellent interactive experience to customers.

AI enables the proactive provision of customer services

Under the traditional customer service system, EVNHCMC was only able to engage customers upon receiving their requests. AI-aided customer behavior analysis, however, allows the utility to proactively reach out to its customer.

Specifically, when receiving multiple power loss reports at the same time, AI will notify the corresponding local power companies for immediate remedial actions. Similarly, customers and the utility are provided with early warnings on abnormally high power consumption, which enables timely adjustments to avoid unexpectedly high power bills.

Notifications to local power companies by AI

Moreover, AI also helps detect and timely address abnormal high consumptions due to behind-meter short circuit incidents, minimizing costs and hazards caused by power failures. Another useful function of AI is to identify and refer customers who make recurring requests to Customer Services for more dynamic communication and care.

PV