Offerings
Get a unified view of energy systems and carbon footprint
Overview
Electric, gas and water utility enterprises are challenged by spikes in customer interaction during billing cycles, extreme weather events, and outages. An AI ecosystem enables contact centers to become responsive and scale up operations.
Infosys Utilities leverages Cortex, our artificial intelligence (AI)-driven platform, to empower contact centers with always‑on cognitive capabilities for superior customer engagement. Our cloud platform combines generative AI, advanced speech services, and modular microservices-based architecture.
Our platform incorporates an advanced knowledge management system that allows agents to make informed decisions. It also offers a language neutralization feature that enables agents to communicate in the language preferred by the customer.
Significantly, we integrate Infosys Cortex with enterprise systems. This simplifies troubleshooting and supports proactive communication. For instance, notification of restoration timelines in the event of an outage.
Infosys Cortex delivers outcomes for every customer interaction, be it a billing enquiry of an electricity consumer, troubleshooting of a pressure drop in water supply, or safety instructions for a residential gas connection. Prompt, efficient and personalized service enhances the experience for customers and agents. Notably, it rationalizes cost per contact.
Infosys capabilities:
Customer-oriented processes ensure a unified experience across channels
An integrated view of customer records and smart routing reduces call waiting time
Cognitive assistance reduces average call handling time
Infosys Cortex increases first-call resolution rate and reduces repeat calls at contact centers.
Talk to our experts
Improve agent performance and customer outcomes
- Immersive learning environment accelerates skill development.
- Domain-specific training maximizes cross- / up-sell revenue.
- Personalized feedback based on real-time customer conversations helps agents improve performance through targeted skill enhancement programs.
Challenges & Solutions
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