City power utility CESC has introduced chatbot on its website to encourage consumers to report power cuts, inquire about AC connection or make other queries without having to dial the call centre and then wait for an executive to take the call.
Chatbot is an artificial intelligence-enabled computer programme that carries out conversation via audio or text. The programmes are designed to simulate human behaviour during the conversation. Several national and international companies like Disney, Unicef, Uniliver, Swiggy, Tata Power and Adani Electricity use Chatbot or Voicebot.
“Named eBuddy, the chatbot is currently live on the CESC website. It is handling various consumer queries, providing quicker and easier online solutions. Equipped with AI, machine learning and natural language processing capabilities, it can also transfer the consumer to a live agent, when required. The Chatbot supports speech recognition and speech to text capability,” a CESC official said.
The CESC top brass is hopeful that eBuddy will help address the biggest problem of customers — their inability to connect to the call centre during a power cut. Since the chatbot has no wait time and can handle unlimited parallel chats, it eliminates the irritation of being endlessly kept on hold till a call centre executive is free to take the call. The chatbot can docket complaints and alert the department concerned about the service issue.
“The chatbot will also be very helpful in guiding consumers, who are not Internet-savvy, on how to use various online services,” the official said. “It will be an additional convenient alternate channel for customers to lodge their complaints, particularly during abnormal conditions when all call centre lines are busy,” added the official. So far, around 2.5 lakh people have availed of the chatbot facility that was introduced in April.
Source: Times of India