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UTILITIES

Intelligent Chatbots for Improved Sales and Customer Satisfaction

The Challenge

A major U.S. power utility devotes significant resources to account management and wanted its customer-facing personnel to be able to prepare quickly and thoroughly for upcoming meetings, as well as understand customers’ industry and energy needs. For this utility, customer satisfaction is paramount. It asked Cognizant to help improve the interactions between its sales force and its customers using artificial intelligence (AI).

Our Approach

The Cognizant Digital Business team's utilities digital experts examined how subject-matter expertise can be delivered by digital personal assistants—specifically, voice-activated AI-driven chatbots—and then developed use cases and solutions for the utility. The chosen solution provides executives, account managers and field-service technicians with a chatbot through which they can conduct research using voice commands or typed queries. Combining voice-activated search technology with an application programming interface (API) gives users organized and detailed responses to their questions.

The machine learning functionality of the AI-driven chatbot has also helped the utility build a knowledge hub that uses AI to answer IT function questions—specifically, to track the progress of particular work orders.

Think Smart, Talk Smart—Through AI-Driven Chatbots

Cognizant’s intelligent digital personal assistant responds to questions about the status of work orders based on proprietary information in its own database. The chatbot also helps account executives and account managers conduct customer research more quickly, with less effort. The application is easy to use and efficient, which makes it more appealing for in-house users and results in improved customer interactions and enhanced customer experience.

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Automates

research process for the sales team

Apprises

sales personnel on key factors related to specific industries

Reduces

processing time by providing research materials a click or a voice command away

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