Parly for Utilities
Conversational AI for Essential Services
Empower essential customer products through real-time, intelligent, complementary support & automation, across multiple languages through traditional, social and messaging channels.
The Benefit of Automation and Conversational AI
Due to highly competitive energy markets many Utility companies are experiencing high churn rates. Furthermore, with disruptive players entering the utility industry, todays business models as such are under pressure.
However, utilities are well positioned to benefit from better customer communications as they reach right into the home and have direct access to their customer on a daily basis through their use of heating, lighting, water and waste systems.
Parly provides automated communications between the customer and the utility across multiple channels including phone, email web, facebook, twitter and smart speaker channels, Alexa and Google Assistant, on a 24x7 basis.
Benefits Realised For Utilities Customers
Enhanced Customer Service for Utilities
Utility customers’ expectations are being influenced by online experiences provided by Amazon, Walmart, etc., companies that continuously set a high benchmark for quality customer service. Therefore, it is common for customers to expect similar online user experiences from their utility providers.
Using Parly, utilities can now implement real-time, intelligent, complementary support for their extensive customer base supporting multiple languages across traditional, social and messaging channels.
Touchpoints in the Customer Journey
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Customers want to be able to talk to utility providers and get meaningful responses
In whichever channel they choose
Whether asking for advice, opening an account, or making a payment etc
Without waiting in line, or dealing with cumbersome non-intuitive processes
Parly connects the brand and the customer through these touchpoints whether it be marketing, acquisition, billing, payments, queries or home automation. At each of these interaction points Parly’s multi-channel conversational AI is assisting and automating the customer journey.
Parly – Assisting and Automating the Key Stages of the Customer Journey
Multi-channel interaction providing a holistic view of the customer services landscape
Pre-acquisition
Brand Awareness, Outbound Campaign, Marketing Campaigns
Acquisition or Onboarding
Quotation Assistant, Product Selection Assistant
Active Customer
Bill, payments, usage Assistant
Customer Queries, Incident Reporting, Incident Status
After Sales Service
Home Automation Assistant -> Customer loyalty
Proven To Unlocking Value
Recent studies (Capgemini Research Institute), have shown that the benefits of intelligent automation, including the application of conversational AI, are currently under-estimated.
47% executives say that the cost savings of intelligent automation were under-estimated.
Cost Savings
Customer Satisfaction
Revenue Generation
Utilities – Multi-channel Home Automation
Cation is an authorised Alexa Skill Agency and has developed numerous skills for Alexa and Google Assistant. As of 2019, there were an estimated 3.25 billion digital voice assistants being used in devices around the world. Forecasts suggest that by 2023 the number of digital voice assistants will reach around eight billion units – a number higher than the world’s population.
As home automation becomes easier to use and more affordable, utilities have a real opportunity to engage their customers through conversational AI by integrating their services with smart heating, lighting, water and waste management devices. This enables customers to better manage the cost of their utility usage, communicate with the utility and create loyalty between the customer and utility, hence reducing churn.
CRM Integrations
Utilities, by their nature tend to have many legacy systems supporting their customers but they are also in the digital transformation process of upgrading to new digital platforms.
Parly actively assists this transition through custom integrations and supporting a substantial number of out-of-the-box CMS integrations including: Zendesk, Salesforce, Remedy, Jira, Service Now.
Parly also supports common identity providers (IDP), including Active Directory, Amazon, Google, Facebook, Twitter, OpenID Connect.
Parly, a Member of your Team
Powered by machine learning AI.
Parly accurately interprets customers talking in natural language.
Learns just like a member of your team.
Parly, Minimum Deployment Effort
Parly gets better every day.
Easy to deploy: No need to add or take away anything.
Integration into your existing environment is easy
Game Mechanics in the Customer Journey
Parly has introduced gamification in the customer/agent journey, transparently driving customer engagement through positive interactions and measurement of customer feedback.
With Agent success driven by
Positive Customer Feedback
Positive Team Lead Feedback
Internal Competition & Speculation
Engagement results in increasing CSAT and NPS. Everyone Wins.
Parly, A Complete Communications Journey
Parly manages customer journeys from start to finish, in any channel and any language within the higher education domain.
Parly Assist
Parly Assist delivers outstanding, natural responses to customer interactions of all types, in whichever channel your customers want to use. It automatically learns over time to become a domain expert, and continually improves the responses it delivers. Parly integrates with the organisations third party platforms for end to end business needs.
Parly Engage
Parly Engage is an integrated platform that delivers live interactions from every channel to agents within a single UI, while integrating with enterprise systems for simplified end to end execution.
Domain experts are no longer limited to responding on a single channel, but can instead deliver great experiences to all.