Cluttered utility call center screens could be getting in the way of customer satisfaction. When your agents toggle between windows, or hunt and peck through systems to find the right information, service slows to a crawl.
Luckily, automation—specifically, Robotic Process Automation (RPA)—can bring a new hope to utilities companies. See how our customer care services can help modernize your operations, and take customer satisfaction to new heights.
Nobody likes to call customer service. But when your customers do reach out—whether via chat, email, social media or phone—it’s your chance to fix issues immediately. This helps turn their frustration into satisfaction.
Our advanced data analytics and contact center support can help you understand what customers really need. We bring automation to utility call center inquiries, billing issues and more. That way, your call center can cultivate strong relationships with customers, solve problems and alleviate annoyances.
For example, the Conduent Case Management System uses software automation to help callers resolve issues quickly. A structured flow guides agents through the most streamlined path to reduce transaction times.
This makes agents—and, in turn, customers—happier.
Robotic Process Automation (RPA)
RPA uses software to perform rules-based, repeatable processes usually done by people. And it’s completely transforming customer care for utilities companies.
How? RPA interacts with systems like email, spreadsheets, mainframes, etc. and easily integrates into existing processes and workflows. This virtual workforce is fast, accurate, cost-effective and available around the clock. It never gets sick, rarely makes mistakes and, in some cases, continually learns and improves. RPA is built into everything we do. Check out the Conduent Automation Suite, which includes our case management and automated intelligence technologies.