Utilities are something consumers often don’t think about or interact with until their service is interrupted. At that point, their need for help is urgent. In widespread outages, utilities are dealing with thousands of people who all have that same urgency.

Automated, proactive customer support can improve utility public relations and deliver reassurances and information customers need in a timely fashion. In some cases, automated solutions can even do a better job than a human support agent.

In this whitepaper, we will look at what Conversational Al is, the utilities challenges it addresses, the contact center metrics it impacts, and the new types of functions it enables.