Over the past couple of years, E Source has collected insights into utility chat offerings. This quick hit highlights key trends across chatbot and live chat adoption.
Our data shows that live-agent and chatbot offerings are about equally prevalent among utilities, but chatbot adoption has increased more quickly over time.
NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.
NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.
NOTE: This event has already taken place. See below for recording and event description.
NOTE: This event has already taken place. See below for recording and event description.
At E Source Forum 2017, Todd Lazurca, manager of communication services at SaskPower, talked about blending analog and digital content to create experiences for customers. According to him, “experiences are the foundation of our lives—and they’re the foundation of the conversations that we have.” Those conversations have helped SaskPower generate word of mouth among its customers and encourage them to embrace shared experiences within their community. Lazurca explains:
Sales of virtual assistants such as Amazon’s Alexa and the Google Assistant are booming in the residential market, and they offer new and exciting opportunities for utilities. To learn how to reap the benefits of voice-control devices, check out our recently published white paper Voice control changes everything: Why utilities should care about virtual assistants.
Q:How are utilities encouraging customers to conserve water?
A:Utilities are engaging with residential customers to improve awareness around water conservation via their website, social media, and primarily print, radio, and direct mail advertising and marketing campaigns.
For this Ask E Source answer, we look at four examples of successful water conservation awareness campaigns as well as social media posts from utilities and examples of utility water conservation web pages.
At the 2019 E Source Forum, we interviewed some of our session speakers about key points in their presentations.
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