Utilities & Telco
of Utility & Telecom businesses have customer experience on their top five priority to improve on.
of Utilities are likely to invest in a mobile first experience integrating transactions in a conversational interface.
of Utilities consider a conversational AI solution to improve their overall customer experience.
High competition, innovative new companies, and the rising need for sustainability ask for a change of simple 'energy sales' to 'service sales'. Churn rates increase, as customers are likely to change utility supplier.
Make sure you can compete.
Customers are empowered by digital technology. They expect personalized communications, offers, and services - based on their usage and contract. Customer experience is key. More customers want to be seen as a 'partner', to reduce water consumption together.
Today, telecommunications companies are expected to deliver communications tools, systems, and services in a flexible environment, that can be accessed anytime, anywhere, while complying with rising security requirements.
Communication in the Utility & Telecom industry runs via mobile, with the purpose to engage with customers throughout their entire journey.
This engagement goes beyond sending invoices or sending new offers. It’s about a customer-first approach on a conversational level. Providing the best experience possible to meet customers’ needs.
Vattenfall thanks its conversational success to an integrated approach. The whole company is involved. Conversational AI Cloud is now used by their Customer Service, Purchasing, and HR teams.
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