In the case of Alexa, things go a step further because Amazon has launched Echo in Spain, the intelligent speaker that connects to its virtual assistant so that it can interact with her from any location in the household.
Today it is possible to ask Alexa using your own voice to play music, read a book or tell you tomorrow's weather. But furthermore, thanks to the new Endesa skill, it is also possible to ask about your energy and have tailored energy advice that enables saving on the bill closer than ever. And the only thing needed is being an Endesa client and having one of the different Amazon Echo wireless speaker models.
Thanks to this, at Endesa we offer a customer service channel by means of a device that enables the customer to control all the home automation. By combining both factors, we coordinate our customer service with information on consumption and bills together with the possibility of controlling the home’s temperature, lighting, etc. Therefore, this is an all-inclusive service that empowers the customer and gives them more decision capacity on saving and makes energy expenditure more efficient.
Our intention is to continue to make progress on this development so that by using their voice customers can carry out the same dealings or queries as they have been able to do up to now on the company's website or app. In future Alexa can even be used to open up communication with the contact centre in case additional service is required.
Moreover, we will continue to develop new voice channels to be able to reach all our customers. Along these lines, we are preparing a “skill” for Google Home which we hope will be up and running soon.
At Endesa we are also using Watson, IBM’s artificial intelligence to help customers both in the chat and by telephone and we do so with a significant percentage of clients attended to autonomously; all of this is to develop new solutions and optimise costs more quickly. After a pilot experience in 2017, last year it was extended to the entire customer service centre and currently helps customers both on the chat and telephone with a significant percentage of people attended to autonomously.
Intimately related to AI and the customer, at Endesa we are also working along these lines:
- Models to prevent non-payments: creation of machine learning analytical solutions to reduce the number of non-payments and increase the charging rates in the non-payments portfolio.
- RPAs. Data coder robots.
- Complaints classifier. CRM complaint classification based on text recognition.
- MEGABAT: Forecast of time demand for domestic customers that enables having stable consumption series over time, the most independent of commercial activity, customer ins and outs, thereby achieving savings and more speed in the service.