With the objective of enhancing response time to customer feedback, a municipal utility provider turned to Infosys' innovative automated response tool.
The key challenge was the influx of complaints and comments via social media during periods of supply disruption. Infosys' AI-driven tool was developed to directly tackle this issue.
Key Challenges
- The utility received many of its comments and complaints via social media during summer supply disruptions
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The Solution
An automated response tool that provides rapid responses based on an AI-driven ability to extract information and understand sentiment
Infosys delivered a tool that enables automated responses, coupled with the ability to understand, and translate messages, delivered in several different languages. The tool, which leverages the power of Infosys Topaz, can extract information about each comment, understand the sentiment within two minutes, and provide a response within five minutes.
Revolutionizing customer experience with the power of AI
- Utilizing Infosys Topaz for sentiment analysis and response generation
- Rapid and accurate responses to customer feedback on social media
Benefits
Greater customer satisfaction: Customer queries will be answered quicker and more precisely, which will improve customer satisfaction
Less public scrutiny: Customer complaints would be less likely to go viral on social media, which should reduce the likelihood of government officials intervening in the utility’s operations
