Water utility boosts customer engagement through Alexa

Alexa natural voice experience aims to offer customers a more intuitive way to interact

One of the leading water and sewerage companies in England Wales has upped the stakes again in their mission to deliver high levels of customer service, with the powerful addition of an Alexa Skill which is set to enhance and offer a new way to communicate service to customers.

Already recognised as one of the top scorers by Ofwat in the SIM league for customer satisfaction, the Alexa natural voice experience aims to offer customers a more intuitive way to interact with this organisation. The Alexa skill enables customers to have instant access to hundreds of relevant answers to their questions, just by asking. The FAQs are drawn from the same channel-independent repository that serves the website which insures a single source of truth.

The company will capture the feedback from the Alexa skill and use this to develop a roadmap for further voice assistant features, such as integration to middleware and payment processing to make Alexa more functional and personal.

The OFWAT Customer measure of experience (C-MeX) initiative redefines the way water utilities are rated, taking into account customers who have not made proactive contact with their water company. The current investment in new channels and the ability to measure Net Promoter Score will help this organisation to raise their profile and deliver excellent customer experiences through 2019 and beyond.

Alastair Taylor, Commercial Director at Synthetix said, “By launching an Alexa skill, customers will have instant access to hundreds of relevant answers to their questions. SentienceAI, the power behind the technology DNA of Synthetix, enabled us to extend our naturally searchable knowledge and conversational customer experiences to the Alexa voice assisted channel in record time. It’s a privilege to work alongside companies who are embracing technology to help serve their customers better.”

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