Automating Complicated Customer Service Interactions
SSE / OVO
“Our customers now have the option of resolving a debt issue using a Virtual Agent. They can do this as and when it suits them using digital channels. We have seen positive take-up by customers who have rated the overall customer experience as an improvement.”
Jon Willicombe
Head of Early-Stage Collections - OVO
.png)
Overview
One of the UK’s top energy providers, OVO were in the middle of a programme to migrate their SSE customer base to the OVO brand and technology platform.
Problem Statement
Driven by the increasing cost of energy and a UK cost of living crisis, SSE were seeing increased calls to their contact centre. Customers faced with significant rises in their bills were looking to explore options for re-setting their monthly direct debit payments and for clearing their outstanding debt. The high call volumes led to long wait times and poor customer experience which could only be resolved by increasing staffing numbers.
Solution
OVO’s migration plans meant that internal development resource was not available to develop self-service capabilities for the SSE customers and so brought in DigiBlu – leaders in front-office automation – to build virtual agent solutions that can automate even the most complex conversations. The solution was developed and deployed to support those SSE users ahead of their next billing review.
1. Direct Debit Reviews
The DigiBlu team reproduced the contact centre agent conversation for Direct Debit Reviews, providing access through multiple channels – QR Codes, URLs and WhatsApp. The customer is guided through the specific options available to them using a feed of their account data along with a series of simple questions. Once a successful user outcome is reached, automations send outputs from the customer’s interaction to core systems.
2. Collections
Customers with an outstanding balance are presented with recommended options to settle their debt, such as payment plans and alternative meter options. In what is typically an uncomfortable and stressful situation, customers can resolve their arrears position without having to speak to a person and by following straightforward steps. By approaching the customer at this early stage of the collections process, costly interventions further down the line can be avoided.
Outcome
SSE saw successful deflection of calls and chats away from their contact centre agents, with all digital agent interactions 100% compliant with policy. The cost of transaction is less than 50% when handled through a Digital Expert, leading to a forecasted ROI of 350%. By offering automation, the likelihood of customers defaulting or cancelling Direct Debits reduces, and collections of arrears is improved, protecting SSE's revenue. Customer experience is drastically improved for those using the new channel and as UK digital literacy is on the rise, it is expected that innovative digital channels will play a key role in retention of existing customers in the future.