Today we talk about voicebots for utilities. Lets face it they were never great, but utilities are some of the hardest groups of business to get hold of to get anything done.
We talk about some self service journeys and how that might look for your utility operation.
Find out more about voicebots here.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
Today we talk about voicebots for utilities. Lets face it they were never great, but utilities are some of the hardest groups of business to get hold of to get anything done.
We talk about some self service journeys and how that might look for your utility operation.
Find out more about voicebots here.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
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Sean Bussell
Hello everyone and welcome to another exciting edition of disruption works chit chat with Sean and Steve, Steve Aiden today.
00:00:10.810 --> 00:00:22.780
Steve Tomkinson
Yeah, not so bad. Weather update as usual is start all these podcasts. We seem to have a weather update and Thunder and lightning outside, so that's always fun. And it so if I start flashing out and heartless.
00:00:13.670 --> 00:00:14.280
Sean Bussell
All right.
00:00:23.130 --> 00:00:27.020
Steve Tomkinson
Boom, boom, boom and back. But it's Thunder line it. So there you go.
00:00:27.300 --> 00:00:31.550
Sean Bussell
Right. We'll have to. We'll have to get. Have you been struck by Lightning update next?
00:00:31.300 --> 00:00:37.670
Steve Tomkinson
That's right. Get it. Like today. No. Today. Yes. Tomorrow. No, it's.
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Sean Bussell
Yeah.
00:00:35.300 --> 00:00:35.650
Sean Bussell
Yeah.
00:00:37.190 --> 00:00:43.310
Sean Bussell
But once your hair starts looking like Doc Brown from back to the future, then then we'll know what happened.
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Steve Tomkinson
You'll know that's happened.
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Sean Bussell
Yeah.
00:00:45.130 --> 00:00:45.780
Steve Tomkinson
Exactly.
00:00:46.100 --> 00:00:56.810
Sean Bussell
OK. Today's discussion, Steve, now if I told anyone give your your one of your utility providers a call, they'll probably.
00:00:57.710 --> 00:01:10.920
Sean Bussell
Cringe at the idea of having to ring them. Sit in a queue. They'll be thinking Sean is Tuesday morning. They're gonna be rammed. Alright. Ring them at lunchtime now that will be worse. I'll ring them in the evening. No, that's the the worse now.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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Sean Bussell
Uh, I imagine this comes down to lots of things. Obviously that they run on a fairly tight budget when it comes to these things. If this is not loads of value to them in staffing all these calls, it is difficult to recruit people and obviously particularly post COVID. Now I guess the thing or the question I have for you is.
00:01:34.270 --> 00:01:39.210
Sean Bussell
Is there a way that these technologies could harness the power of automation?
00:01:39.950 --> 00:01:51.000
Sean Bussell
To either free up resource or just meet things easier for the customer, reduce call time, call wait times. Yeah. Is there any ideas that you have that could help these utility companies out?
00:01:51.610 --> 00:02:21.880
Steve Tomkinson
Well, the the voice bots that were kind of building now can be very complicated in the way that they understand a lot of self service journeys in a lot more detail than I think people realize now. We've talked before about the advancement of Enel. You, which is natural language understanding, so that you know you talked now to a service, it understands distinctly what you've said, which is always the the challenge before it's always been the historic.
00:02:22.540 --> 00:02:48.250
Steve Tomkinson
A turn off from using automated voice bots and because the voice bots weren't up to understanding what somebody just said on the phone, but now they have gone well beyond that now and there is as good as an agent and the stats come out that they perform as well as an agent. But all the time, you know, so don't ever have a bad day. It's always on the money.
00:02:49.110 --> 00:02:53.080
Steve Tomkinson
It now starts going well. How could you use that where you have?
00:02:53.420 --> 00:03:14.940
Steve Tomkinson
I'm an automation journey that's needed. You have a lot of enquiries through a certain journey, so from a utility perspective, just getting hold of them is one thing. We've just talked about. You know, the disastrous journey and with my provider. And I'm not gonna name names and there are not gonna name names, but.
00:03:05.710 --> 00:03:06.010
Sean Bussell
Yep.
00:03:11.610 --> 00:03:12.830
Sean Bussell
Ohh the count.
00:03:15.840 --> 00:03:25.890
Steve Tomkinson
Just trying to get a hold of them. There wasn't a cool option that wasn't gonna take me an hour at least an hour on the phone. Just hold on hold.
00:03:27.030 --> 00:03:38.650
Steve Tomkinson
There was a A a bot on there that didn't do anything and there was then a WhatsApp option and the WhatsApp took five days for a response.
00:03:40.220 --> 00:03:47.170
Steve Tomkinson
Now that's not customer service, you know. So this is all their elder disaster scenarios. But that's silly because.
00:03:40.260 --> 00:03:43.720
Sean Bussell
Yeah. So I always, I always worry then.
00:03:47.840 --> 00:03:57.530
Steve Tomkinson
Well, they done is that the the bar of seed that is mentioned that they got, it just didn't work, it didn't do anything at all really. And all I wanted to do was.
00:03:56.960 --> 00:03:58.440
Sean Bussell
Was that a chatbot? Sorry.
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Steve Tomkinson
That was a chatbot on their site and they said, yeah, we'll help you instantly. And OK, this is where we'll go. No, it wouldn't. And it didn't. And it was just literally wasn't programmed into anything.
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Steve Tomkinson
And it all it was doing was raising a ticket, really, which was then back to this WhatsApp five days scenario so.
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Sean Bussell
So that they're just moving the queue around by the sounds of it.
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Steve Tomkinson
Uh, yeah. So all they were doing, they weren't doing it, wasn't providing anything at all.
00:04:26.880 --> 00:04:37.990
Steve Tomkinson
And I think the fear with a lot of companies and utilities in one of these main ones really is that the bot won't understand what's trying to be achieved.
00:04:38.920 --> 00:04:54.950
Steve Tomkinson
And that's actually not right now, and the bot can tell straight from the inbound exactly what's going on. I can get context of the call, it can get everything it needs to do, and if we take you utility company for instance, that's trying to manage their.
00:04:55.820 --> 00:04:59.920
Steve Tomkinson
Installments, changing of installments. Uh, you know, that kind of journey.
00:05:00.580 --> 00:05:22.740
Steve Tomkinson
The bot can understand our now I want to pay 5 installments now. I wanna pay. You know £50 a month. Let's not now as it's gonna be 150 pounds a month, not £250 a month. You know, it'll understand that you've got. It'll do all the identification. I mean, look, we're do working with banks on our voice bots to do idents, you know, so we can identify them very straightforwardly.
00:05:23.350 --> 00:05:23.880
Steve Tomkinson
But.
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Steve Tomkinson
You can then do the whole self service journey and say right OK.
00:05:30.680 --> 00:05:46.010
Steve Tomkinson
You've set my direct debit for £250 a month. I don't wanna pay £250 a month. I can't afford £250 a month and they can be a negotiation with your automation. To do that. You know that is well within that technology now.
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Steve Tomkinson
And of course that takes a lot of time for a UM customer agent to deal with.
00:05:52.170 --> 00:05:53.420
Steve Tomkinson
And just not case.
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Sean Bussell
So.
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Sean Bussell
Yeah. So people could call in and the and the. I guess the voice bot could deal with the call. I I guess the thing for me is that if I was a utility company and I'm thinking well, the wait times typically an hour, there's there isn't much ownness on me to to worry about bringing that queue down because you ring any utility provider, it's an hours wait. That's what we expect. Guy just say utility company, it could be anything, telco, gas, electricity provider, whatever you're thinking.
00:06:12.390 --> 00:06:13.660
Steve Tomkinson
Yeah, everybody's.
00:06:22.500 --> 00:06:22.780
Steve Tomkinson
Yeah.
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Sean Bussell
That's gonna be ours away. So I'm sat there at the top of the business game. Well, it's an hours wait. That's just the standard. So where? Where are you? Where could you point this? That's gonna add real value and benefit to my business as the utility CEO.
00:06:38.060 --> 00:06:38.350
Steve Tomkinson
Well.
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Steve Tomkinson
If we're not really interested in the customer experience, uh, because we, you know, we don't have to be.
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Steve Tomkinson
With that, and then against a level playing field anyway, so everybody's terrible. You know, there's everybody's terrible. No. OK then.
00:06:51.140 --> 00:06:51.790
Sean Bussell
Yeah.
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Steve Tomkinson
You can actually make a simple, save it as you can make savings against the agents themselves, so you've got contact. Agents are expensive people. You can't recruit these people. You know, it's really hard to.
00:07:08.510 --> 00:07:30.440
Steve Tomkinson
To to man this particular scenario, but you can now do stuff like outbound for collections, so you can do stuff like outbound collections where you have, you know, call goes out with people that haven't paid their bill, and you can service that whole journey even if it's to the point where you then hand back.
00:07:31.140 --> 00:07:56.210
Steve Tomkinson
A now contacted person to a human agent, you know, can always have humans in the looks of these things, so that then is a massively warm transfer. It hasn't taken 60% of their day, just making phone calls to try and get hold of the debt that are, you know, need to be collected and then they have to spend ages trying to get our £40 collection.
00:07:52.530 --> 00:07:53.910
Sean Bussell
OK. Well, well, let's talk.
00:07:56.650 --> 00:07:59.940
Sean Bussell
Let's talk through an end to end scenario then so.
00:08:00.770 --> 00:08:08.520
Sean Bussell
Steve's utilities, your your voice bot rings me, tells me I owe you £40 for an unpaid bill.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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Sean Bussell
Why? I say yeah. I I can't. I can't pay that right now.
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Steve Tomkinson
Yeah. Well, then you can go down the.
00:08:16.490 --> 00:08:22.180
Steve Tomkinson
He they negotiated in Stormont route so you can do that so.
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Sean Bussell
Well, if I say I can't pay that right now, I've I don't get paid till Wednesday.
00:08:28.580 --> 00:08:32.170
Steve Tomkinson
Well, that's fine. So you can go. OK, well, I'll call you back on Wednesday.
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Sean Bussell
And it will call me back on Wednesday.
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Steve Tomkinson
Because it's in the program.
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Steve Tomkinson
You know, and no humans being involved in this conversation yet except the customer.
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Steve Tomkinson
So asking cost the business.
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Steve Tomkinson
That the the the level of.
00:08:47.690 --> 00:08:54.430
Steve Tomkinson
I've had, then a human has to do to have their diary full of calls on Wednesday that has promised that they would Guild of them.
00:08:54.560 --> 00:08:58.330
Sean Bussell
Yeah, that they don't get to me and I think I was brilliant. I've got that £40 for another.
00:08:58.940 --> 00:09:14.440
Steve Tomkinson
Sort of that ages, but now now, now that's they will get caught because of course the the block can cause many people as it wants to. You know it can call 10,000 people or one you know it it doesn't matter. So totally scalable in that regard.
00:09:14.880 --> 00:09:25.870
Sean Bussell
So it rings me back on the Wednesday and asked me for my 40 queered I go? Yeah, OK. I I can give you 20 this month, 20 next and it it's gonna understand that the context of what I'm saying.
00:09:26.280 --> 00:09:56.490
Steve Tomkinson
Yeah, it is. And that's the day this is now. The new power, if you like, of the technology that's moved on from years of of developments. You know, a lot of people put a lot of money into this in the early 2000s. And and of course, it burnt a lot of people, like everything did, you know, we had all sorts of people who tried this out and got really bad reputation from it. You know, we all remember the the view cinemas voice service, so.
00:09:56.550 --> 00:10:26.340
Steve Tomkinson
You know which cinema you trying to gald of and you'd say ohh I'm trying to get hold of Bristol and Ego Basingstoke. Can you get no, you know, and you try to try to get that done and it's just it was just surround us, you know. Never mind having a strong accent, you know. And that was just awful. But now acts and so on the problem. You know any kind of broke that you've got going on now the data is so significant that it really does understand the language you know. And of course it can be.
00:10:26.550 --> 00:10:34.200
Steve Tomkinson
Or inclusive with multiple languages you know, so you can actually do multiple languages through these inline you know so.
00:10:35.540 --> 00:10:45.240
Steve Tomkinson
Again, try to man a a utility company with people who speak, you know, a different languages is really tough.
00:10:46.040 --> 00:10:52.720
Steve Tomkinson
You know that day or even harder to get ahold of, you know, and then trying to be an inclusive services and possible.
00:10:53.570 --> 00:11:03.520
Sean Bussell
So I guess the big the big, the big play to me is the utility CEO is I'm thinking well I normally that £40 I only see £5 of it because that's spend £35.
00:11:03.720 --> 00:11:04.560
Steve Tomkinson
Trying to collect it.
00:11:05.130 --> 00:11:30.700
Sean Bussell
China, China. Yeah, staff it to collect the call. So in that instance I've got a bot doing all the collections for me. So that's that's fine. Obviously like, say there's gonna be some warm transfer, but I guess that does give me the opportunity then to either. Yeah, if I'm really stingy to lose some staff or redeploy them to the customer service team to go right. Let's get these cool wait times down.
00:11:08.650 --> 00:11:08.920
Steve Tomkinson
Yeah.
00:11:13.560 --> 00:11:13.940
Steve Tomkinson
Yeah.
00:11:31.530 --> 00:11:42.470
Steve Tomkinson
Well, our platforms are already working on this stuff and you know with latch literally with a deck collection and you know they've got 300% plus collections out of this.
00:11:43.180 --> 00:11:45.260
Steve Tomkinson
You know this, that's huge.
00:11:44.500 --> 00:11:46.570
Sean Bussell
An increase and increase rate, yeah.
00:11:46.090 --> 00:12:17.080
Steve Tomkinson
And then please of 300% more than they were collecting before because of the contact points because of the negotiation, because of all the the nuances of getting hold of people, you know that the debt collection process is multiple contacts. Well, they're expensive. Every single contact is A is a really expensive contact unless you automate it. You know. So we do a lot with text and email and things like that and that's all great to have those automations. But people really do ignore that stuff.
00:12:17.190 --> 00:12:26.200
Steve Tomkinson
When you get cool, it's really, really hard to ignore when you keep getting cold and that's that's how it goes, you know, and eventually get hold of somebody.
00:12:24.680 --> 00:12:25.770
Sean Bussell
That's that, yeah.
00:12:26.620 --> 00:12:34.970
Sean Bussell
You can easily ignore a text message, can't you? But when the phone keeps ringing that you think ohh I'd have to pay this because they're just they are gonna nag me.
00:12:28.990 --> 00:12:29.660
Steve Tomkinson
Yeah.
00:12:34.740 --> 00:13:00.790
Steve Tomkinson
No, they just keep doing it, you know, and obviously. And we're not saying that they're gonna fight. The bots are gonna phone every five minutes until you answer the phone. But it would be a periodic schedule, you know? So it would probably find them everyday. Maybe if they are quite overdue be, you know, your program, whatever you feel is reasonable for your collection process. And what's the most successful, you know, rather than annoying people or you want them on side and you want to bring them in and make it easy.
00:13:01.450 --> 00:13:08.830
Steve Tomkinson
Uh. Even if they are struggling now, but that whole process is is well understood. It's a.
00:13:10.160 --> 00:13:25.390
Steve Tomkinson
It's not actually that complicated process to put in now, not with the technology we got in place. You know, we integrated into all the payment systems. Like I said, we're doing very secure stuff with banks and what have you. We have a debt collection case study already.
00:13:26.370 --> 00:13:30.100
Steve Tomkinson
All that stuff is there to be seen and had you know so.
00:13:30.910 --> 00:13:51.490
Steve Tomkinson
It's it's mad, so not consider this as part of the customer journey and to go. OK, let's collect that or or allow it allows people to set their stuff up more easily. You know that that's my utility company. Delay in trying to do it was just outrageous.
00:13:52.260 --> 00:13:54.600
Steve Tomkinson
It's just it's just wasn't customer service anymore.
00:13:54.720 --> 00:14:10.260
Sean Bussell
I I've had it before through messaging and the problem is you you you message them you get a response after a couple of days. Like you said, maybe like uh, Steve, can I just check that you've if you got a smart meter for example is that and you got instantly go back and yes I have.
00:14:08.210 --> 00:14:08.530
Steve Tomkinson
Yeah.
00:14:11.730 --> 00:14:12.720
Sean Bussell
And then you get. Ohh.
00:14:12.120 --> 00:14:13.970
Steve Tomkinson
But then it's another two days.
00:14:13.450 --> 00:14:32.710
Sean Bussell
I yeah, yeah. You know what? Where am I now? What? What? I've done it before. I went. Please don't tell me that's gonna take me another five days for you to respond. Now I just told you that it came. I've come back to you instantly. Don't mess me, but that's it. They've just gone on to the next person in that queue and you're back at the bottom of the the thing. Just.
00:14:22.700 --> 00:14:22.840
Steve Tomkinson
Yeah.
00:14:32.930 --> 00:14:51.940
Steve Tomkinson
And then let's not forget that that's, you know, we're talking about a messaging there. Well, the the voice automation of voice bots that we deploy our Omni channel anyway, you know, so the same conversation can be had through a chat our let, WhatsApp, Facebook, whatever you want it to be can be.
00:14:52.900 --> 00:14:57.720
Steve Tomkinson
It just depends on which channels you want to run. So if you think of WhatsApp, which is.
00:14:58.380 --> 00:15:28.990
Steve Tomkinson
Becoming quite big deal now as a communication method to your customer. If you think WhatsApp is that that way, then you can have voice. You can have WhatsApp and you can use them together and then you have essentially a chat bot within WhatsApp and that's answering the questions live straight away. No two, two days response. It's immediate, you know, and you can do all the negotiation that you would have done on the phone saying natural language, understanding same anlu that's doing the work. It's the same process.
00:15:29.080 --> 00:15:30.420
Steve Tomkinson
It's actually the same bot.
00:15:31.510 --> 00:15:46.110
Sean Bussell
So OK, so if I'm listening to this podcast and I'm thinking well, Steve, that's all very good and well you saying that these bots do this and that, but what can you say that instantly builds credibility around what's this technology leaning on to do this stuff?
00:15:46.900 --> 00:16:06.670
Steve Tomkinson
Well, we're we're using Google as the main source of an Lu, you know, cause they're the biggest in the world. It's literally that's that simple, you know, and the security around services now is massive. So it's a secure service. People are people trust this kind of process, I think now.
00:16:07.430 --> 00:16:28.380
Steve Tomkinson
Uh, they they customer experience and the the people's acceptance of this is uh, is paramount and people accept that this automation is available. And like we've seen in the feedback in case studies, you know, you've got people that are given 100% marks for this, you know.
00:16:29.220 --> 00:16:40.220
Steve Tomkinson
I think what was it 65% of 1 case we had in place, you know they were given 100% marks. They were just saying yeah, it was perfect. It's done everything they needed to do.
00:16:39.750 --> 00:16:41.180
Sean Bussell
10 out of 10 yeah.
00:16:41.180 --> 00:17:12.580
Steve Tomkinson
10 out of 10 you know that's perfect. That's what you have to have because it's so good and it's so natural. You know, the, the, the demos and stuff that we can do for people. So you can prove the case and you can start looking at this and seeing how it might fit and sound in your business. You know, it just sounds like a person's taking the call. It's literally that. And that's the joy of it. It's not that we're fooling everybody that we're not a bot, but we're just. It just sounds so natural to. They forget. They let, but they're just getting the job done.
00:17:10.680 --> 00:17:10.990
Sean Bussell
Hmm.
00:17:12.730 --> 00:17:36.900
Steve Tomkinson
Which is, you know, wanting saves a lot of money to massive brownie points from a a provider's perspective, you know? And it just sorts out the problems of recruitment, of overhead of spikes, you know, because this can just scale. So if you have something come out in the news like, you know.
00:17:38.140 --> 00:17:53.000
Steve Tomkinson
Water rates are going down or, you know, gas is now through the floor and we can reduce the caps and and you now get loads of when my cap gonna go. When's my cat gonna be reduced? When's my cat gonna reduce? When's my, you know? And all that you just get.
00:17:38.400 --> 00:17:38.890
Sean Bussell
Yes.
00:17:53.690 --> 00:18:03.530
Steve Tomkinson
1,000,000 phone calls about that, which doesn't matter to you, don't have to worry about the. You're gonna get swamped because the automation will just filled them still.
00:18:03.360 --> 00:18:22.130
Sean Bussell
Yeah. OK. And I guess if you do care about NPS, Net Promoter score and you do care about the customer service experience, so that plays into that because we know the the biggest factor behind a good, good customer service experience is is speed, that's the most important thing.
00:18:10.440 --> 00:18:10.690
Steve Tomkinson
Yeah.
00:18:20.760 --> 00:18:47.350
Steve Tomkinson
Yes, there's all the time, every time. And look, you know, we've talked about collections along in this call and I I think even the more successful collections are fit, you make it easy then people will do it. I know so that whole process is easy because you you've made it. It's not a chore to them and now see even you're taking away the embarrassment of the fact that they do have a debt because they're talking to a bot so.
00:18:46.950 --> 00:18:49.480
Sean Bussell
Didn't even think about that. Yeah, you're removing that.
00:18:49.030 --> 00:18:49.410
Steve Tomkinson
You know.
00:18:50.470 --> 00:18:51.780
Steve Tomkinson
You know it's tomorrow.
00:18:50.540 --> 00:19:14.640
Sean Bussell
And and and and it stops. All that you know, someone getting assy on the call and a bit of angro bit of needle because ultimately the the the bots not judging anyone or doing anything, it remains on brand it remains you know if you want to make this overly friendly. I'm really sorry to call you about this. There was £40 outstanding on account Mr Steve would you like to you know make that payment now please.
00:19:04.230 --> 00:19:04.470
Steve Tomkinson
Yep.
00:19:13.560 --> 00:19:13.740
Steve Tomkinson
Yeah.
00:19:15.500 --> 00:19:26.790
Sean Bussell
You know you can put that through as that's the tone of voice and that is always the tone of voice. It's not someone who's getting **** or fed up with their job or annoyed that they didn't get pay rise this month or whatever it might be. It's.
00:19:27.700 --> 00:19:29.430
Sean Bussell
It's the same every single time.
00:19:29.960 --> 00:19:44.590
Steve Tomkinson
Yeah. And you know, and and it, you know, somebody can get obsessed and argumentative and we can still tell that. So, you know, we can have side conversations and and and, you know, be just sympathetic on there. But the bot is never gonna get in an argument.
00:19:45.360 --> 00:19:52.510
Steve Tomkinson
You know, it's never gonna have about day, and it's never gonna get stressed out of the fact that it's it's hard to deal with this troublesome calls all day.
00:19:53.050 --> 00:19:53.410
Sean Bussell
Yeah.
00:19:53.600 --> 00:20:18.620
Steve Tomkinson
Doesn't matter, it doesn't care. It just gets on with the job and it can be nice. You know, it can be a good experience. There's a good an experience as having to pay a debt it or just rearrange your stuff. It can do anything it needs to do, but it will always be exactly the same experience every single time and it will be, you know, like I said, no embarrassment in that process cause it's actually an automation you deal with.
00:20:19.170 --> 00:20:33.080
Sean Bussell
Yeah, good stuff. OK, well, we'll, we'll call it there, but hopefully everyone found that interesting. As always, say, if there's a topic that you'd like us to discuss, please do get in touch and let us know. Otherwise, we look forward to catching you on the next one. Thanks very much.
00:20:33.500 --> 00:20:34.020
Steve Tomkinson
Thanks a lot.
00:20:34.280 --> 00:20:34.750
Sean Bussell
Cheers.
00:20:35.100 --> 00:20:35.730
Steve Tomkinson
Cheers now.