London, UK, Nov, 2019 -- Utilita, a British supplier of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient.
The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities.
Within the first 12 months, Utilita has automated 24 processes across the business using Thoughtonomy’s SaaS-based Intelligent Automation platform. They include switching customers from credit agreements to pre-pay schemes, ordering new pre-payment top-up cards for customers and handling the transfer.
Previously the Contact Centre team carried out the processes manually, checking various data systems, validating information and sending a series of emails to the customer as well as the card processing company detailing the payment request.
Cloud-based digital workers now execute all the required steps 24 hours a day, seven days a week, reducing the average time it takes to bring customers on board and ensuring they can access critical services at all times.
Ian Burgess, Director of IT at Utilita, said: "We’re already seeing the positive impact that digital workers can deliver to both our customers and our own team, but we’re really only starting to scratch the surface when it comes to the potential benefits of Intelligent Automation.
"Over the next few years, we will look to incorporate Artificial Intelligence, such as Natural Language Understanding and Sentiment Analysis technologies, so that our digital workers are able to fulfil more sophisticated tasks.
"We are putting Intelligent Automation at the very centre of our wider IT transformation programme, making it integral to the design of key initiatives such as enabling and promoting customer self-service through mobile apps and online platforms. This was one of the most critical factors in our decision to work with Thoughtonomy. Their cloud-based platform provides us with the flexibility and functionality we need as we embark on this exciting journey."
Terry Walby, CEO of Thoughtonomy, said: "Technology innovation is absolutely essential to differentiation and growth in a fiercely competitive energy market.
"Utilita has recognised the potential for Intelligent Automation to deliver on digital transformation goals, both now and in the future. They are already reaping the benefits in terms of business efficiency but, as they scale up their automation programme and incorporate AI, they are now perfectly placed to drive business performance and agility.
"This is when Intelligent Automation really starts to become a game-changer, opening up new revenue streams and enabling organisations to pursue new opportunities which simply would not be feasible or affordable with a traditional resourcing model."
Posted by Veronica Silva Cusi, news correspondent
Utilita is a British supplier of Smart Pay As You Go Energy. The company was established in 2003 with a vision of helping those households who were being badly served and overcharged by the Big Six – primarily the prepay market. Using its smart meter technology, Utilita puts customers in control of their energy usage and spend. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.
Published: Monday, November 18, 2019
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