Proto CX automation for utilities

Instead of relying exclusively on live agents, AICX for utilities automates customer service for issues such as simple questions, account updates, service interruption notifications, and other basic tasks. As a result, live agents are free to handle more complex issues.

Proto's AICX platform can identify over 100 local languages such as Tagalog, Kinyarwanda, and Twi, allowing multilingual utility contact centres to reach underserved customer segments and new markets.

AI-enabled utility customer service can provide rapid customer support using natural language processing, which allows them to understand and respond to customer inquiries. They can:

• Answer frequently asked questions
• Resolve bill payments and account issues
• Report service outages and updates
• Troubleshoot service issues

The Proto platform can also monitor automation performance and customer satisfaction with location-based data and other analytics, giving utilities providers insight into the success of different contact centres.

CX automation for utility service providers can help maintain efficient operations at scale, while mitigating administrative costs. Rapid, automated support and notifications for both on and off-grid customers has many advantages including:

• Reducing wait times for customer support
• Broadening the reach of marketing campaigns
• Making important information more accessible
• Reducing human error in administrative tasks

Proto’s AICX platform can also be maintained without advanced technical knowledge.

Proto’s CX automation platform offers support for underserved languages such as Tagalog, Kinyarwanda, and Twi, as well as mixed languages such as Taglish. Proto can integrate with livechat to provide seamless omnichannel customer service for multilingual contact centres, with service across local channels such as Africa's Talking, LINE, and Zalo.

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For more in-depth information about how Proto has helped governments and businesses, take a look at our case studies.

For more information on how the Proto platform works, take a look at our documentation.

To try Proto, book a demo using the chatbot widget on the bottom right or sign up for a 14 - day free trial.