AI-Driven Customer Experience Workshop

Our workshop is designed to help you understand the role that cloud-based AI services can play in delivering against the requirements of Ofwat’s PR19 framework.

Supporting business cases and beyond

Ofwat have raised the bar for PR19, demanding water companies elevate the customer experience whilst actively seeking customer participation. It’s now vital that companies look to provide customers with a pro-active service, on the right channel, at the right time.

Applications like natural language understanding, facial recognition and real-time translation, have opened up a new set of opportunities to deliver enhanced customer experiences across web, chat and voice channels – and ultimately boost customer engagement.

Our workshop will help you capitalise on these and excel in the current price review and beyond.

The rise of the chatbot

One use of AI is already starting to take the technology mainstream.

Chatbots are already being used in many highly-regulated businesses to simplify self-serve processes and ease the pressure on call centres, so that vulnerable customers are more able to get through. It’s predicted that by 2020, 85% of customer service interactions will be powered by them.

Made possible by the advent of cloud-based AI platforms like Microsoft’s Cognitive Services and LUIS, chatbots have started to offer immediate business value and have leaps of potential in simplifying the challenges presented by Ofwat in its PR19 framework.

What does the workshop involve?

We start by providing you with an understanding of the technology, its potential applications and the specific benefits it can bring to water companies with regards to PR19.

We’ll then kick off the workshop session and help you to build on this understanding in the context of your business - with a variety of ideation sessions. By the end of the workshop, you will have:

• A clear understanding of how cloud-based AI services can be used to deliver exceptional customer experiences and drive participation

• Created a list of potential use-cases for AI-driven customer experiences within your organisation

• Developed and prioritised key use-cases that would boost your customer experience

• A foundation for building a business case for AI-driven customer experiences