Reading, UK, Feb 11, 2020 -- IPI, a digital contact centre provider, announced that it has implemented an AI-powered chatbot for NI Water, a Government Owned Company providing water and sewerage services across Northern Ireland. Developed in partnership with CX Company, the chatbot and intelligent assistant expert, the chatbot has been delivered as part of NI Water’s digital transformation strategy to enhance customer experience through the implementation of advanced technology.
The chatbot adds live-chat functionality to NI Water’s website and its customer base. IPI worked closely with NI Water and CX Company on developing the bank of content that the chatbot would draw from to provide intelligent and conversational answers to frequently asked questions by customers. These answers are actively refined and improved – using AI to analyse responses given to customers and the questions posed, to make the chatbot even more accurate.
"As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand," said Orla McGivern, Customer and Insights Senior Manager at NI Water. "IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI."
"NI Water is an example of a company that has committed to their digital transformation journey – with increased customer satisfaction from NI Water’s chatbot to date," said Steve Murray, Solutions Director at IP Integration. "The age of digital transformation is well and truly upon us, with AI, chatbots and Robotic Process Automation (RPA) becoming more mainstream and accepted by organisations and customers alike. The quicker organisations get to this stage of enlightenment, the faster they will reap the rewards."
Posted by Veronica Silva Cusi, news correspondent
About IP Integration:
IPI is a UK’ digital contact centre provider, focused on creating contact centre solutions that deliver customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.
Published: Wednesday, February 12, 2020
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