AI-Powered Virtual Assistant, Redefines Customer Satisfaction
Routine inquiries were putting pressure on contact centers, increasing wait times, raising operational costs, and limiting agents’ ability to focus on complex or high-priority cases. Many customer needs were repeatable — from billing and account management to meter readings, payment agreements, service changes, and outage support. The opportunity was to create a faster, more accessible digital service model while keeping human expertise available for the moments that truly need it
The AI-powered energy assistant turns high-volume utility interactions into faster, more accessible digital experiences — while every exchange helps the model improve
The assistant handles frequent questions across billing, balances, payments, meter readings, service changes, and outage support
Contact center agents can spend more time on complex, high-priority, and business-critical cases
Website and backend-system integration enable more accurate, personalized responses through secure APIs
Customer queries, responses, surveys, and feedback feed continuous improvement over time
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NTT DATA helped identify twelve main call drivers, then shaped conversational flows around real customer demand
The project was successfully deployed in just one month through structured planning, development, testing, and training using historical call data
The assistant integrates with the company website and internal systems, giving customers accessible support and more accurate responses
When an issue exceeds the assistant’s scope, conversations can transfer to the support center with context from the prior interaction
We don’t launch an assistant and walk away. We keep improving performance through monitoring, customer feedback, and data-driven refinement
A high volume of low-complexity interactions routed to the virtual assistant
The assistant was successfully deployed in just one month
Twelve main call drivers shaped the initial conversational flows
Queries, responses, surveys, and customer feedback now support ongoing model refinement
Start the conversation that redefines utility customer experience
