Automated Virtual Agent saves cost and time for large water supply and utility company

Regulatory laws, emphasis on limited use of natural resources and most importantly, rise in consumer expectations influenced by digital technologies has always been a challenge for the utility industry. This has a huge impact on the industry at large and has to be factored when trying to meet customer expectations. The utility companies have thus started to look at digital technologies as an opportunity rather than a challenge.

This project describes on Hexaware’s experience with a large utility company in creating and launching Automated Virtual Agent to handle water related inquiries.

This story focuses on

• Improving productivity of chatbots leveraging new technologies such as ML and NLP
• Minimizing manual efforts to segregate utterances from chat logs
• Equipping chatbots with contextual understanding capabilities for better responses