OOWV: Automated meter readings in the shortest possible time

The greatest immediate added value was expected from the introduction of an intelligent voicebot. Instead of a static voice menu in which the caller selects their request from a predefined list by pressing a button (“Press 1 for…, 2 for…, 3 for…”), the AI specially developed for utility companies, deepassist utility, now enables the bot to understand speech naturally. Callers are asked an open question about their request, such as “What can we do for you?”. The answer, formulated in colloquial language, is interpreted by deepassist, which leads to a relevant dialogue, e.g. to report the meter reading. In the course of the dialogue, various data, such as the water meter number, consumption point number or contract account number, must also be correctly recognised and processed. deepassist utility is the driving intelligence of the voicebot, which is necessary to efficiently help as many customers as possible with routine issues. The time saved for the customer is considerable, and the messages can be conveniently sent 24/7 at any time thanks to full automation. This also leads to a noticeable reduction in the workload for customer service staff.

The technological partnership between deepassist and babelforce impressed with its agile solution approach: with babelforce, there is no need to replace the telephone system, as incoming calls can be redirected to the software-based call centre platform. On the other hand, deepassist provides a pre-trained, industry-specific semantic AI that understands the caller’s colloquial language and initiates appropriate solution steps. babelforce and deepassist are both no-code platforms, which means that they can be implemented without programming. This means that call centre automation can also be implemented quickly and cost-effectively in medium-sized companies. The use of deepassist utility has increased the effectiveness of the voicebot by 40%.