The Bidgely CARE utility call center solution powered by artificial intelligence (AI) is delivering reduced average handling times (AHTs) for high bill calls from utility customers by nearly three minutes while also equipping customer service representatives (CSRs) with better program targeting and recommendations to improve customer satisfaction, the company said.
At Florida Power & Light (FPL), CARE is actively being used by over 100 CSRs, who recently reported a rating of 4.8 out of 5 for the tool. An average of 8,000 account searches have been conducted monthly using the CARE solution, revealing specific insights into why a customers´ bill was not aligned with their expectations.
CARE, launched in 2019 to global utilities, is improving customer experience by layering AI on top of customer usage data to create personalized energy profiles for use by CSRs. These deep energy profiles can identify anomalies at an appliance level, like appliance malfunctions, which enable CSRs to pinpoint why a customer might be calling the contact center.
Bidgely is an AI-powered SaaS company that enables utilities to create greater business value and accelerate our path towards zero carbon by delivering personalized customer experience. For more information, visit www.bidgely.com or the Bidgely blog at bidgely.com/blog.