The utility company faces dual challenges: stringent regulatory requirements necessitate efficient customer service operations, while high resource consumption in traditional communication channels impacts environmental sustainability. Many customer inquiries are redundant and could be addressed through digital means, creating operational inefficiencies and increased carbon footprint. Additionally, there is a need to raise public awareness about water conservation and local disruptions to foster responsible usage.
A large regional utility company aiming to enhance customer service and promote water conservation through digital transformation.
The implementation of the voice-activated digital assistant is expected to significantly improve operational efficiency by reducing downstream call center inquiries, lowering energy consumption, and decreasing paper usage. It will enhance water management and promote conservation behaviors among customers. Anticipated measurable outcomes include a reduction in call center workload by up to 30%, decreased operational energy use, and increased customer engagement with real-time, localized water conservation information, contributing to the company's sustainability targets.