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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified four significant concerns and issues which are found in many utilities customer contact operations:
- Reduce call lengths and improve service levels
- Improve customer loyalty, especially for younger customers
- Increase the uptake of digital & self-service channels
- Compete successfully against other utilities companies.
This report quantifies the challenges that utilities contact centres are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
Improving Telephony Service Levels with AI
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Improving Loyalty and Competing Successfully
- AI for in-call personalisation, cross-selling and upselling
- Use of sentiment analysis in-call and post-call
- Handling objections and competitor comparisons
- Proactive outbound service
- Generating actionable insights about the competition
Improving Self-Service & Digital Uptake
- Customer channel usage and preference
- Analysing self-service failures and optimising digital contact
- Using chatbots and voicebots more effectively
- Improving email resolution rates through intelligent automation
