ENMAX Encompass Customers Embrace AI Self-Service for Payments
Success by the Numbers
With a customer base of 690,000 and growing, Alberta-based utilities company ENMAX Encompass began to explore self-service options. In addition to customer care agents who were easily accessible over the phone and live chat, they wanted to give their customers the power of choice to engage and transact in any channel.
But for complex use cases such as negotiating payment arrangements, some members of the ENMAX team felt that live agents should handle customer requests for payment extensions. Conversely, others saw this as a perfect opportunity for conversational AI self-service—why not let technology take the burden off the customer and allow for more time to pay their utility bill? Why make them wait to speak to a live agent?
The challenge then, was to find an always-available solution that would enable customers to easily resolve payment-related issues and adhere to ENMAX Encompass’s high standards for customer service.
By implementing SmartAction’s conversational AI solution, ENMAX Encompass’s live agents no longer have to deal with high-volume, mundane call types. Calder adds, “We’re seeing great savings right out of the gate—and while we’re satisfied with the high call offload, there’s always room for improvement.”
With their recent Genesys migration project complete, they look forward to expanding use cases to their business customers, as well as adding additional capabilities for customer authentication and new product-sign-up. Through its close partnership with SmartAction, ENMAX Encompass holds true to their philosophy of providing customers with the power of choice.