Traditional utility contact centers experience challenges such as high inquiry volumes, long resolution times, limited knowledge access, and inconsistent customer interactions. Wipro’s AI Driven Customer Operations & Support offering modernizes utility service delivery through intelligent automation, GenAI-powered assistance, and omnichannel integration.
Customer operations are increasingly impacted by extreme weather events, grid modernization programs, and frequent policy or tariff updates—driving unpredictable contact spikes. At the same time, customers expect instant answers and seamless handoffs across channels. AI-first service models help utilities scale without adding proportional headcount, ensure consistent compliance messaging, and improve trust by delivering faster resolutions with clear, transparent explanations.
Our conversational AI agents handle high volume queries across billing, payments, outages, appointments, meter reading updates, and tariff clarifications—offering instant, accurate responses while reducing agent workload. For complex interactions, GenAI Agent Assist supports advisors with contextual suggestions, compliance-checked responses, sentiment analysis, and recommended next-best actions.
Knowledge Services further enhance operational efficiency by centralizing SOPs, troubleshooting guides, and regulatory updates into a single AI-enabled repository that is always current. This accelerates resolution time, reduces training cycles, and ensures that both agents and customers receive accurate, consistent information.
Our omnichannel engagement model integrates voice, chat, email, social, and IVR interactions into a unified framework, ensuring seamless transitions and a consistent experience across every touchpoint. Proactive communication—alerts, reminders, usage insights, and service updates—reduces inbound call load and empowers customers with real-time visibility.
Together, these capabilities create a scalable, intelligence driven service model that significantly improves CSAT, reduces cost-to-serve, and builds long-term customer trust.
How Wipro Helps:
- Conversational AI & 24/7 chat/voice bots
- GenAI Agent Assist for faster, mindful resolutions
- Centralized AI-powered knowledge base
- Omnichannel support (voice, chat, email, IVR, social)
- Predictive communication for outages, billing & usage
- Sentiment analytics and quality monitoring
