Within the tightly regulated and highly competitive utilities space, ContactEngine lets you hold more effective conversations with your customers, and helps you retain and gain more business. From onboarding to appointment scheduling, billing, and in-life customer care and support, ContactEngine’s utilities-specific proactive conversations benefit customers and providers alike.
Where ContactEngine fits in
Sales and onboarding
Our utility clients see immediate improvements in customer experience and efficiencies throughout the entire customer onboarding process.
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Churn reduction
All of our clients across industries recognize the value in customer churn reduction, and this enables us to take lessons learned in one sector and apply them to others.
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Regulatory compliance
Regulatory compliance requires traceability on any number of issues and varies depending on geography. All conversations ContactEngine holds are transparent. ContactEngine is white box, meaning its conversational algorithms are explainable and fully auditable, unlike many off-the-shelf black box solutions.
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Customer feedback
ContactEngine elicits customer feedback (NPS, VOC, CSI surveys) and escalates customers to an agent when necessary for immediate intervention. Surveys can be randomized or placed immediately post-event.
Our data driven insights for utilities
Building an Effective Churn Reduction Strategy
WHITEPAPERContactEngine works with many of the largest telcos and utility companies in the World. We examine some relatively novel techniques we have seen work wonders in churn reduction across many areas of the customer journey within our clients.
ContactEngine named a winner in 2020 Artificial Intelligence Excellence Awards
NEWSContactEngine picks up another award for its AI technology advancements in Human-Computer Rapport
Human-Computer Rapport
VideoWhat is Human-Computer Rapport, and why do we need it? AI experts Prof. Chris Reed (ARG-Tech, University of Dundee) and Prof. Mark K. Smith (CEO, ContactEngine) and Euan Matthews (ContactEngine) discuss the technology behind contextualised communication between computers and humans.
An Insider's Guide to Artificial Intelligence with Elena Musi and Prof. Chris Reed: Part 2
VideoThe conversation continues: Elena Musi, Lecturer in AI and Communication at the University of Liverpool, speaks to Prof. Chris Reed on various topics ranging from trustworthiness (bias and transparency in AI) and whether or not we're on the verge of an AI winter.
