AI-MC in UTILITIES ACCOUNTS
Boosting Agent Call Success in Utilities Revenue Recovery
Our energy-provider client is like most utilities companies; they keep the lights on, the water running, and the gas flowing for their customers. When consumers stop paying, they seek utility revenue recovery services in order to recover past-due accounts. Nowadays the number of consumers with outstanding payments fluctuates on a monthly basis, especially due to the economic downturn of the COVID19 pandemic, and the effort and cost of collecting has a disturbing financial impact on the bottom line. Every improvement in efficiency is a win for the company’s collection team.
The power corporation was seeking a technology partner to help it optimize the collections process. Behavioral Signals partnered with the utilities company and applied its AI-Mediated Conversations agent-customer matching technology towards maximizing the effectiveness of their call center agents.
Matching the Customer to the Right Agent
AI-Mediated Conversations(AI-MC) is an automated call routing solution that uses emotion AI and voice data to match the customer to the best-suited agent to handle the specific call. This match is based on profile data and our superior algorithms developed from years of research and experience in natural language processing(NLP) and Behavioral Signal Processing.
The Proof is in the Results
The solution was deployed on historic data, including metadata on actual payments. The portfolio included 18,207 customers with 171,044 calls. The call success ratio, for right party contacts (RPC), improved by 11.6%.
Calls were evenly distributed among the agents, without affecting their workload or call duration. 95% of the agents showed significant improvement in call success.
Next Steps
The Energy Corporation has extended its contract with Behavioral Signals, by integrating the AI-MC technology with their telephony software, in order to deploy the solution to the entire utilities revenue recovery call center.
Need more information?
ENERGY POWER CORP
The client is a European (EU) corporation, and one of the biggest electric power companies in SE Europe. The state owns a majority of shares. The corporation is the main provider of electricity in the region through its own power plants and is also heavily invested in renewable energy sources, including wind and solar farms.
IMPLEMENTATION
– Virtual appliance on-premise
– No external access, in compliance with the corporation’s strict security protocols
– Initial POV
RESULTS
– 11.6% INCREASE ON POSITIVE REVENUE RECOVERY PAYMENTS
– CALLS EVENLY DISTRIBUTED AMONG AGENTS
– 95% IMPROVEMENT in CALL SUCCESS, ACROSS ALL AGENTS
TESTIMONIAL
“Apart from achieving ROI, it was surprising how most agents did better. They seemed more motivated, and all that, because they were matched to customers that fit their own personality traits”.
— Senior Call-Center Executive
