This is our story of deploying a Software-as-a-Service (SaaS) platform, integrating an Artificial Intelligence (AI) powered training simulator with a Learning Management System (LMS), to train customer service agents for a leading UK-based utility provider. This significantly enhanced productivity and customer satisfaction.
As we know – The UK energy sector is facing volatility amid economic and geopolitical uncertainties, profoundly impacting both utility providers and customers. Providers are experiencing increased inquiries owing to rising consumer debt and smart metering deployments. Dissatisfaction with the call outcomes is leading to higher consumer churn.
Companies are therefore paying close attention to developing and delivering skilled and effective customer care. AI-powered solutions that simulate real-world scenarios are being leveraged to boost learning and equip agents for live customer interactions and improved outcomes
The challenge for our client, a UK-based utility provider, was – Enhancing customer service and upskilling new hires and existing personnel.