Business challenge:

Many AI chatbots can answer customer questions using up-to-date internal knowledge. However, when system actions are required, as a result of for example a customer relocation, the process is often handed off to a human agent or the customer is asked to call. This is labour intensive and customer-unfriendly.

Core Features:

The Move Care Agent offers essential features to automate and optimize  the customer relocation process:

1. Validation – Collects and validates the relocation data
2. Address updates - Updates the customer's new address in the CRM system
3. Contract management – Processes contract transfers or terminations
4. Meter management– Reads meter data or schedules a reading
5. Communication – Sends confirmations and updates via email or customer portal

Key benefits

• Significantly reduces manual and repetitive work for Customer Service Reps
• Customer Service Reps can focus on solving challenging customer issues
• Reduced system licensing costs since staff no longer need system access to perform actions
• Improved customer satisfaction
• No channel switching required
• 24/7 availability
• Improves compliance through standardized processing of personal data and contract changes.