Enriching the Customer Journey in Call Centers and Beyond with Artificial Intelligence

Utilities today manage a wide set of tools to engage customers: business intelligence tools, marketing automation, call center agents, meter data management and CRMs. Current solutions do a wonderful job of creating generic customer experiences, however they can fall short of intelligent dynamic workflows built on a true customer 360 view, because they lack energy usage intelligence. For example, marketing to customers that already have efficient appliance usage with energy rebate programs instead of electrification opportunities.