Municipal utilities and public utilities
The energy supply business is heavily influenced by seasonal events. Price increases, bill mailings, or new energy rate plans cause many customers to contact the energy supplier within a very short period of time. With a shortage of skilled workers and an already enormous workload, it is not always possible to handle the volume of incoming calls.
The digital assistant SUSI is part of the SmartOffice It has the necessary skills and experience to provide direct support to energy utilities and other public utilities. It handles all incoming calls and routes them based on the nature of the inquiry. In the case of critical issues, such as a gas outage, it forwards the call directly to the emergency dispatch center.
By automating the processing of meter readings, advance payment adjustments, and invoice changes, employees free up time that they can devote to more client-focused conversations with customers.