TLDR: The Kerala State Electricity Board (KSEB) is set to launch a pilot program for an AI-powered voice bot designed to streamline customer complaint handling. The initiative aims to reduce waiting times, improve complaint categorization, and minimize the need for human intervention, with the bot capable of interacting in multiple languages, including Malayalam.
The Kerala State Electricity Board (KSEB) is preparing to introduce an artificial intelligence-powered voice bot solution to significantly enhance its customer service operations, particularly in managing complaints. This strategic move, based on a recommendation from the Kerala Startup Mission, involves identifying a company to develop and integrate the bot into KSEB’s existing customer care infrastructure. The pilot project is projected to cost Rs 84,560 for a duration of up to three months, covering approximately 16,000 minutes of usage per month. This rate is specific to the pilot phase and may be adjusted for broader implementation.
The primary objective of the AI voice bot is to facilitate the rapid and efficient processing of customer grievances. Key functionalities of the bot include the automatic logging and categorization of complaints related to common issues such as power outages, line faults, and transformer failures. It will be equipped to differentiate between emergency and non-emergency situations, ensuring appropriate handling according to KSEB’s internal protocols. Furthermore, the bot will verify customer numbers and contact information, and seamlessly transfer calls to human customer service representatives when complex issues or specific human intervention is required.
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Designed for comprehensive integration, the voice bot will connect with KSEB’s customer relationship management (CRM) and telephone systems to enable real-time logging of complaints. A significant feature is its multilingual capability, allowing it to interact with customers in various languages, including Malayalam, thereby catering to a diverse customer base. KSEB anticipates that the introduction of this AI solution will lead to a substantial reduction in customer waiting times and a notable decrease in instances necessitating direct human involvement. The Chief Engineer overseeing IT, customer relations, and centrally aided projects has been assigned the responsibility for the follow-up actions required for this innovative project.
