Smart Multichannel Communication for Intelligent Customer Engagement
Industry’s Leading Multichannel Notification Platform
Utility customers demand personalized and relevant information, delivered at the right time and at the channel of their choice. SEW’s Smart Multichannel Notification Platform equips utilities, municipalities, energy and water providers with smart communications and fast tracks their journey to become intelligent providers. The AI-powered platform revolutionizes customer communication by delivering personalized, consistent messages across text, IVR, email, mobile push notifications, social media, chatbot, and live chat. The platform accelerates time-to-value and maximizes agility, delivering personalized information to the end customer.
By empowering customers to manage their notification preferences, utilities foster greater choice, control, and 24x7 convenience. Building strong customer partnerships through proactive, omnichannel communication drives sustainability initiatives, aligning operational goals with environmental stewardship.
8 Reasons to Adopt
SEW’s Smart Multichannel Notification Platform
Empowering Customers with Omnichannel Communication
Purpose-built for Utilities using Vertical-Specific AI Algorithms
Integrated with Multiple Devices – Web, Mobile, Smart Devices, and Chatbot
Robust AI / ML enabled Customer Behavioural Analytics
Increased Customer Call Center Cost Savings with Multichannel Communication
Personalized Customer Engagement for Different Customer Segments
Improved Customer Participation on Energy-Water Efficiency Programs
Automated Customer Service Interactions with Pre-built Notifications
Customer Communication and Engagement
Intelligent Customer Experience (CX) with Multichannel Communication
Drive customer engagement and enable seamless omnichannel communication across diverse customer segments. Our AI-powered platform enables utilities to establish real-time communication with their end customers and empowers them with personalized experiences across multiple touchpoints, tailored to their journey.
Leverage one intelligent platform for all customer communications across diverse user groups – from residential, commercial, to agency, landlord, builders, and more
Engage customers through their preferred channels (email, text, IVR, push notifications, social media, chatbot, live agents) to keep them informed promptly and effectively
Deliver personalized and relevant interactions by reaching the customers at the right time, with the right information and on the right channel
Empower customers to manage their notification choices and access utility notifications effectively
Allow communication transparency by enabling customers to easily view and track past interactions
Vertical Specific AI- Powered Chatbot
Empowering Customers with 24x7, Intelligent Digital Communication
Our AI chatbot, specifically tailored for the utilities sector, is the first line of service customer agents and revolutionizes how energy and water providers communicate with their customers. Available 24x7, it supports both single and multi-intent conversations, accurately addressing customer queries and freeing up valuable time for service agents.
Promote digital self-service and personalized, humanized interactions
Leverage propriety vertical AI models trained to utility industry needs
Enable cross-platform experience for customers via laptop, tablet, smartphone, or smartwatches
Faster query resolution and enhanced contact center efficiency with 24x7 customer support
Automate customer service processes to handle a high volume of inquiries efficiently
Intelligent Customer Service
Revolutionizing Customer and Agent Experience with AI
Driven by AI, our platform leverages an agile, channel-agnostic approach to build intelligent, integrated customer service journeys that empower utilities by ensuring end-to-end process optimization and collaboration. Our platform empowers utilities to deliver personalized experiences, honed to individual preferences and interactions, driving tangible value through enhanced customer engagement and satisfaction.
Provide a 360-degree customer view to service agents with AI-powered customer insights
Offer personalized recommendations and solutions, strengthening customer-agent relationship
Utilize intelligent campaign management to send proactive alerts about upcoming maintenance, service interruptions, and promotional offers
Foster collaboration among agents, encouraging knowledge sharing and skill development through shared insights
Promote eco-conscious behavior with effective program management and intelligent campaign management
AI Analytics
Delivering Powerful Analytics for Intelligent Decision-Making
Our platform harnesses the power of AI and machine learning to enhance performance monitoring and refine communication strategies. Utilize AI-powered analytics to foster stronger customer relationships and promote digital self-service, ensuring informed decision-making through comprehensive customer behaviour analytics.
Leverage AI/ML reporting analytics to monitor performance and optimize communication strategy
Enhance customer communication management by utilizing intelligent customer behavioural analytics and preference insights
Drive informed decision-making with descriptive, prescriptive and predictive analytics to understand and anticipate customer behaviour
Personalize interactions to address customer-specific needs on outages, billing, high usage, service requests and more
Identify performance drivers for improved communication, enabling understanding of customers’ most favoured channels of response such as WhatsApp, Push messages, etc.
Ensure top-notch security, compliance with regulations, and adherence to privacy standards
Solving for Customer Engagement
How NiSource is Leveraging Digital Self-Service & Humanized AI Platforms by SEW
Read the Case Study
The SEW Advantage
Enhanced Customer Experience
Reduced Customer Churn
Improved Agent Utilization
Omnichannel, Personalized Experience
Reduced Cost to Serve
Increased Operational Efficiency
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