No customers have to wait
At the Customer Care Center of EVNCPC, about 40% of the calls report on electrical incidents or find out information about blackouts. In particular, the number of these calls is always higher when the central power grid is damaged by natural disasters, etc. During the peak time in storm season or large-scale outages, some days, 40 staff of the Center received 15,000 calls, mainly reporting on electrical incidents due to storms, updating grid restoration situations, etc. The number of calls has increased dramatically, while telemarketers and consultants, despite trying to "at most of capacity" only can handle about 200 customer calls/shift. Thus, many customers have to await long, sometimes the calls can not be received or responded, etc. This situation causes discomfort and dissatisfaction for customers, reducing the customer’s credibility with the Electricity sector. In order to fix this situation, in 2019, the Center has studied and applied artificial intelligence (AI), used “Text to Speech” technology to automatically respond to EVN’s customers via the 19001909 Switchboard for information about power outages. Mr. Le Van Tuong - Director of Customer Care Center of EVNCPC said.
" AI Virtual assistant" supports EVNCPC Customer Care Center to answer customers via a call center. Illustration photo
How does the "AI virtual assistant" work?
When customers call the 19001909 Switchboard, "Virtual Assistant" will automatically retrieve data from Customer Care Software (CRM) to identify customers based on the registered phone digits. As soon as the customer confirms the correct information, the system will automatically look up the CRM software to define whether the address of the customer is in the outage area due to the power grid incident or as scheduled.
As a result, detailed information in the form "Customer Nguyen Van A, the address at ..., in the area of power outage due to grid incident/ schedule, etc. Estimated time of power on at ... on ... " will be created by the system from correctly combining the information (Text). Then, it will be converted into audio files to “talk" and answer customers. The whole process of Text to Speech is processed by "AI Virtual Assistant" with a high speed.
Through the actual implementation of the first phase, most customers are satisfied with information from the AI system, without requesting to meet electrical staff directly. "AI Virtual Assistant" can support the Centre to simultaneously serve many requests by the customers through the 19001909 Switchboard. After 6 months of performance, “AI Virtual Assistant” has made nearly 46,000 automatic responses. Accordingly, if calculating and converting to productivity and efficiency, this technology helps to benefit more than VND 300 million/ year. With the increasing demand for calls to the center, “AI Virtual Assistant” will bring even greater economic efficiency.
In the coming time, the Center will continue to perfect the voice of "AI Virtual Assistant" so that it is easier to hear and more suitable for customers in the Central - Highlands region; at the same time, it also researches and shares technology with other customer service centers in the Electricity sector, for the goal of bringing the best experience to customers across the country.
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Text to Speech is a technology to convert text into emotional Vietnamese voice, based on AI. “AI Virtual Assistant” will read the data, use natural language, create complete response in appropriate intonation.
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