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Web Exclusive | September 2017

Electricity customers get digital assistance

Reliance Energy recently launched ELEKTRA - a digital assistant BOT, powered by artificial intelligence to provide automated machine responses to customer complaints, requests and enquiries. Whenever a customer logs on to Reliance Energy website or facebook page, ELEKTRA digital assistant will appear on the screen. Currently, the following menu-driven chat services are available on Reliance Energy website and facebook page: view and pay bill via UPI and other online payment modes; register ‘no supply complaint’ and check restoration status; and information regarding online services like new connection, change of name, load change.

A Reliance Energy spokesperson said, “Even during peak hours, customers will get immediate responses to their queries from ELEKTRA without any waiting time, if any, over call centre IVR. This ushers in convenient, quick and hassle-free resolution of consumer complaints and requests of different kinds. As machine responses take over human interactions, parallel processing of large number of consumer data becomes easy and overcomes human limitations.”

In case of commercial interactions, this BOT service is integrated with back-end systems like CRM and ERP. Similarly, in case of technical and no supply complaints, ELEKTRA provides real time responses with the help of integrated SCADA and GIS systems.

ELEKTRA is serving 500 customers with 3,000 interactions per day and is very well appreciated for its prompt responses. ELEKTRA is being shortly upgraded to deliver customised conversational chat responses through Reliance Energy’s other channels, in addition to existing web and Facebook medium.
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