Enable customers to self-serve with chat workflows for billing questions, outage reports, and service requests while your team focuses on complex cases.
Conversations handles millions of customer interactions through intelligent AI workflows. Deploy pre-built templates for billing inquiries, payment support, outage reporting, and appointment scheduling. Integrate with your existing systems for real-time data access and personalized responses.
Deploy conversational AI chatbots that provide fast answers. Customers get account balances, payment histories, and outage ETAs through SMS, web chat, or mobile apps. Each conversation maintains full context so customers never repeat themselves. Free agents to handle complex issues while AI manages routine requests.
Process millions of conversations during storms or emergencies. Automated workflows handle outage reports, send restoration updates, and capture damage photos. Let your agents manage critical escalations while AI handles routine status requests. Maintain service quality when call volumes spike during major events.
Send personalized payment reminders based on customer history. Enable one-click payments through digital wallets. Offer payment plans and connect customers to assistance programs through guided conversations. Track engagement metrics and payment completion rates in real-time. Reduce delinquency through proactive, personalized outreach.
Conversational AI agents handle billing questions, usage inquiries, and service requests continuously. Natural language processing understands customer intent and provides accurate responses without human intervention. Reduce operational costs while improving response times. Scale instantly during high-volume periods without adding staff.
Customers report outages via text with location details or photos. Receive automatic updates on crew dispatch times and restoration progress. Significantly reduce call center volume during storm events. Integrate with OMS for accurate ETAs. Enable two-way communication for status updates and additional information gathering.
Deploy consistent experiences across SMS, web chat, mobile apps, and social media. Customers switch channels without losing conversation context. Support multiple languages with real-time translation. Meet customers on their preferred platforms. Maintain conversation history across all touchpoints for seamless service.
Answer billing questions instantly with account-specific data. Explain charges, compare usage periods, and process payments. Connect customers to payment assistance programs through guided workflows. Reduce billing-related calls through proactive communication. Enable secure payment processing within the conversation flow.
Customers book, reschedule, or cancel appointments through conversational interfaces. Send automated reminders and real-time technician arrival updates. Dramatically improve appointment completion rates. Reduce dispatcher workload with automated scheduling. Sync with field service systems for real-time availability.
Use Conversations to integrate with billing, CRM, or outage management systems to enable dynamic dialogue and personalization. Customer questions can trigger real-time data lookups, allowing for conversations that provide specific account details and personalized responses.
Track conversation volumes, resolution rates, and customer satisfaction scores. Identify common issues and optimize workflows. Export data to existing business intelligence platforms. Monitor agent performance and bot effectiveness. Use insights to continuously improve customer experience and operational efficiency.
From billing questions to emergency outages, Conversations handles the most common customer interactions through intelligent dialogue to improve satisfaction and reduce operational costs.
A leading North American utility struggled with low enrollment in their High Energy Usage program, achieving only 1.6% conversion rates through traditional outreach methods. Eligible low-income customers weren’t receiving the energy efficiency retrofits and assistance they needed, creating challenges for both the utility and the communities they serve.
Conversations transformed their approach through proactive and personalized dialogue with low-income and vulnerable populations. The platform delivered personalized conversations in customers’ preferred languages, streamlined qualification through guided interactions, and enabled real-time support that increase customer satisfaction and enrollment rates.
Conversations delivers quantifiable results that transform utility operations. From reducing call center volumes to increasing customer enrollment, see how intelligent dialogue creates business value while building stronger customer relationships.
Conversations increased enrollment from 5x through personalized dialogue.
Conversations handle routine inquiries, freeing agents for complex cases.
Intelligent outreach increases participation from 15% to majority enrollment.
Conversations provided critical updates versus traditional channels.
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