- Integration of the CAIA omnichannel contact center solution from connectAI into the powercloud powerApp Store
- AI-supported personalization and automation of utility companies’ customer services
- Self-learning platform process standard use cases and enable rerouting of exceptional cases
(powercloud, Offenburg, 11/29/2021) – For utilities, customer communication is a core element of customer loyalty and differentiation within the highly competitive energy industry. At the same time, though, the effort it takes to process all customer queries personally and promptly poses a complex challenge for customer services. As of now, the integration of the CAIA omnichannel contact center solution by connectAI offers users of powercloud an automated but nevertheless personalized service for standard customer processes.
This includes, for example, automated processing of inbound cases such as messages related to meter reading, billing requests or changes to addresses and bank details. CAIA provides support for this using AI-based communication with customers on all channels via voice assistants, email, chat, messaging or document scanning. CAIA can also be used for outbound communication, for example for creating personalized offers for respective customers. In addition, the solution allows call center agents to intelligently route exceptional cases. CAIA currently supports English and German. Other languages can be added as needed.
Users of CAIA in powercloud particularly benefit from the seamless integration with powercloud as “one system of truth” and the smooth interaction of both solutions. Functions such as recording calls and transcriptions as well as saving the results of decisions enable seamless tracking – while ensuring the required data protection at the same time.
Utilities are able to considerably lower their customer service costs using CAIA. Georgios Gergianakis, CEO of connectAI, also stresses the numerous advantages that CAIA offers the individual customers: “For their part, utility customers have the freedom to take care of their concerns and needs, individually, proactively and efficiently, at any time and through the communication channel of their choice. CAIA not only allows utilities to offer exceptionally efficient customer service but also an extremely high level of service.
Thayabaran Thanabalasingham, Head of Partner Sales at powercloud, considers the integration of CAIA to be an important building block for powercloud’s holistic approach: “powercloud unites reliable processing and billing with the possibility of launching new business models on the market quickly. We always keep the end customer firmly in focus during the further development of our platform and the selection of partners. CAIA, as a continuously learning platform for proactive, personalized and automated customer care on all communication channels, is ideal for this approach.”
connectAI is an ultra-modern, AI-based omnichannel solution that focuses on providing intelligent and automated communication to customers of large companies. We are a highly innovative and international company headquartered in Germany offering state-of-the-art B2B solutions. Our sophisticated artificial intelligence and machine learning algorithms create digital assistants that support our customers’ customers through call center automation, chat, email processing, letter recognition, etc. The created digital assistants are constantly learning on the job and improving all the time. While doing so, we enable seamless integration into existing IT environments and continually improve to meet new service standards.