Previously, Ho Chi Minh City Power Corporation (EVNHCMC) deployed a Customer Service Center which accommodated multiple separated interactive channels. With the new Omnichannel Contact Center put into operation, customer service requests and information are received through various forms and processed on a single platform, fully compatible with most current means of communication, namely phone calls, text documents, SMS, video calls, as well as social network apps like Zalo, Youtube, Viber, etc. Under its new form, the center is featured with integrated systems for Customer Relationship Management, Call Quality Monitoring with inbound call and screen recording functions. Customers are now able to send power-related requests and information queries to EVNHCMC in their ways of choice and at their most convenient times and places.
Apps currently integrated with the Omnichannel Contact Center
The new center features EVNHCMC Livechat Fanpage, an administrative application capable of managing multichannel conversations. The fanpage can link to multiple social network channels, namely Facebook, Zalo, EVNHCMC website, and other convenient, customer-centric channels. The application also supports multiple chat channels on a single system/display, so that operators can engage customers with different communication preferences and in ways more inclusive than before. The Livechat Fanpage uses an AI-powered autonomous bot to flexibly allocate customers to chat groups for specific service areas or support topics. This helps operators quickly pinpoint customers’ needs and address their concerns.
Photos: EVNHCMC Livechat Fanpage’s application interface
The auto-reply Chatbot is a new application deployed to support engaging and responding to customers quickly and effectively. For frequent, simpler queries, the Chatbot uses available data and designed scenarios to generate suitable answers. On the other hand, more complex ones will be redirected to human operators. To gradually improve performance, the Chatbot can learn from daily operating data, and over time will be able to provide more accurate and better context-matching answers. In addition to interacting with customers, it is proved to be efficient in providing customers with information about power-related services. The Chatbot system is now integrated with the customer care website http://cskh.evnhcmc.vn and is available 24/7.
Functions currently operated by EVNHCMC’s Callbot
- Automatically places outbound calls to inform customers of planned power cuts, grid upgrade operations, or occurred failures;
- Informs customers of power bills and time of payment;
- Sends emergency notices to customers and internal personnel
- Places automatic outbound calls for customer surveys
The VideoCall system (customer visual communication) enables operators to have efficient communication with customers, either via voice calls or video calls. This visual interacting channel is provided on EVNHCMC’s website and customer care app. The system also utilizes a voice/image recording feature that provides remote support to address on-site issues.
With the new Omnichannel Contact Center, customers can choose their preferred channel to communicate with the utility. At the same time, it helps lighten the pressure on the voice call channel, and together would improve customer satisfaction for Ho Chi Minh City’s utility services.
EVNHCMC has determined that digitalizing communication channels is key to more efficient customer engagement. With this clear goal in mind, EVNHCMC is carrying out a strong movement to apply new, modern technologies in the operation of its Omnichannel Contact Center. This way the Corporation trusts that utility quality of service and professionalism regarding customer care will be further improved, better serve the increasing demand of the City’s people.