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Retail Energy Providers

Retail Energy Providers

Overview

With increasing competition in deregulated energy markets, energy suppliers are trying to address the need to innovate and economize at the same time. Both the rapid growth in newer technologies and shifting customer expectations are forcing the utility industry to rethink the customer relationship. Yet in the utility industry, after deregulation, there is a customer expectation gap of 71%, indicating that the utility industry is lagging in customer experience relative to the expectation of all industries

To overcome this challenge, VOZIQ reimagines how customer experience can be enhanced, with its advanced AI technology, by focusing on uncovering early dissatisfaction drivers across the whole customer lifecycle. This enables operational leaders within the utility industry to proactively provide differentiated treatment to dissatisfied members even before they complain.

Spot early signs of churn risk from unstructured data
10+ machine learning models for lifecycle risk prevention
Predictive IVR routing for proactive inbound retention
Team of data scientists to accelerate program success

Aptive Environmental prevented more than 50,000 cancellations with VOZIQ’s Predictive Customer Retention AI.

Utilities Use Cases

Track Risk by Products/Plans and Call Reasons

Reveal which products/plans are driving churn risk.

Utilities - Track Risk by Products-Plans and Call Reasons

Track Risk by Products/Plans and Call Reasons

Reveal which products/plans are driving churn risk.

Utilities - Track Risk by Products-Plans and Call Reasons
Utilities - Address Churn due to Relocation

Address Churn due to Relocation

Create opportunities for relocating customers to transfer their services.

Address Churn due to Relocation

Create opportunities for relocating customers to transfer their services.

Utilities - Address Churn due to Relocation

Understand Risk Drivers

Reveal complex risk patterns for multi-dimensional root cause analysis.

Understand Risk Drivers

Understand Risk Drivers

Reveal complex risk patterns for multi-dimensional root cause analysis.

Understand Risk Drivers
Utilities - Identify Trending Topics

Identify Trending Topics

NLP for automatic topic identification from customer interactions.

Identify Trending Topics

NLP for automatic topic identification from customer interactions.

Utilities - Identify Trending Topics

Discover Addressable Churn

Score quick wins by identifying customer segments that have addressable churn risk.

Utilities - Discover Addressable Churn

Discover Addressable Churn

Score quick wins by identifying customer segments that have addressable churn risk.

Utilities - Discover Addressable Churn
Utilities - Attain Operational Excellence

Attain Operational Excellence

Track and improve service productivity by correlating care agents performance with business metrics.

Attain Operational Excellence

Track and improve service productivity by correlating care agents performance with business metrics.

Utilities - Attain Operational Excellence

Lower Care Costs

Identify friction points and design self-service options to improve processes like better complaints handling and reduce outage calls to service centers.

Utilities - Lower Care Costs

Lower Care Costs

Identify friction points and design self-service options to improve processes like better complaints handling and reduce outage calls to service centers.

Utilities - Lower Care Costs
Utilities - Build Competitive Intelligence

Build Competitive Intelligence

Monitor and benchmark competition to maintain cost competitiveness and stay ahead of the curve.

Build Competitive Intelligence

Monitor and benchmark competition to maintain cost competitiveness and stay ahead of the curve.

Utilities - Build Competitive Intelligence

Reduce Customer Effort

Identify drivers of effort with repeat call mapping to simplify internal processes and complaints handling.

Utilities - Reduce Customer Effort

- Retention and Sales Leader of a Leading Subscription-Based Business "VOZIQ’s churn prediction models use the same
AI techniques that big tech companies like Google and Amazon are using, and those have made the
real difference for us"

Handpicked Insights