How Tech Tools Enhance the Customer Experience in the Energy Industry
Customer expectations are higher than ever when interacting with a company in the digital age, and the energy industry is no exception. With the help of tech tools, energy providers and utilities can now offer a better customer experience by leveraging innovative solutions such as cloud computing, smart meters, mobile customer service apps, and AI.
Tech companies like Oracle and IBM have developed customer service platforms specifically tailored to the unique needs of utilities. These platforms utilize data collected by smart meters to personalize the customer experience and improve overall satisfaction.
Cloud providers like Amazon, Google, and Microsoft Azure also offer robust solutions for the energy industry, enabling companies to streamline operations and enhance customer service.
Specialists in the customer experience space such as industry pioneer Humach offer full managed services to companies that want to adopt AI in their contact centers but don’t want to dedicate in-house resources to a DIY solution. The company’s recent launch of mAI Pilot integrates with companies’ existing technology while providing AI-powered talk and text functions customized to individual brands and goals. “mAI Pilot ensures our customers can adopt cutting-edge customer experiences that improve customer ratings while providing a measurable ROI,” said Humach Chief Product Officer Bruce Sharpe.
AI and machine learning are playing a crucial role in helping utilities move towards a more modern customer experience. By analyzing customer data and providing personalized insights, energy companies can help customers reduce their energy consumption and make more informed decisions.
Despite the potential benefits of data analytics and AI, many utilities still lag behind in implementing these technologies at an enterprise level. McKinsey recommends a phased approach to using data analytics, starting with identifying and prioritizing use cases and establishing cross-functional teams.
By embracing these tech tools and strategies, energy companies can significantly improve the customer experience and drive higher satisfaction rates. As seen in the example of a U.K. energy provider where AI is doing the work of 250 people, the potential for enhancing customer service through technology is vast.
The integration of tech tools such as cloud computing, smart meters, mobile apps, and AI can help energy providers and utilities deliver a better customer experience, ultimately leading to increased customer satisfaction and loyalty. Embracing digital transformation is key to staying competitive in today’s rapidly evolving energy landscape.
