{"id":22289,"date":"2020-12-04T08:31:43","date_gmt":"2020-12-04T07:31:43","guid":{"rendered":"https:\/\/www.intellias.com\/?p=22289"},"modified":"2024-07-22T13:09:20","modified_gmt":"2024-07-22T11:09:20","slug":"how-will-utilities-engage-with-virtual-assistants-in-2020-and-beyond","status":"publish","type":"blog","link":"https:\/\/intellias.com\/how-will-utilities-engage-with-virtual-assistants\/","title":{"rendered":"How Will Utilities Engage with Virtual Assistants?"},"content":{"rendered":"

Voice activated devices are not a novelty for Americans anymore, and they\u2019re starting to cross the borders and spread worldwide. The US is the second biggest market for smart speakers after China. Having Google Assistant or Amazon Alexa at home has become standard: they\u2019re convenient, user-friendly, and simplify our routines. But they can do more than that: voice-based personal assistants can work toward the goal of intelligently using resources by educating consumers, helping them control energy consumption<\/a>, and making utility consumption more transparent.<\/p>\n

It is predicted that 55% of US broadband households will have a smart voice-based assistant by 2023. It\u2019s high time utilities made use of these devices since they represent a new way to engage customers and complement intelligent home systems with vital functionality.<\/p>\n

Voice technology segments in the US<\/b>
\n\"How
\nSource \u2014 Finances Online<\/a><\/em><\/p>\n

Voice of the household<\/h2>\n

Utility companies are starting to turn to voice technology and advanced analytics to engage their customers and provide highly personalized services. Improving the customer experience and reducing the number of calls to contact centers are the most immediate results of cooperation between utilities and voice assistant providers.<\/p>\n

Traditionally, utility companies have communicated with consumers via direct mail, email, and call centers. But these methods don\u2019t offer a proactive and personalized approach. Some energy companies started offering voice capabilities to their customers a few years ago, providing information on energy consumption, payment notifications, energy-saving tips, and more via Alexa or Google Assistant.<\/p>\n

At the moment, the list of capabilities offered by voice assistants is a bit broader but still quite limited. While many utility companies allow users to hear their account balances, just a quarter have voice payment functionality. Also, while voice assistants can provide general energy-saving tips, there\u2019s no connection to the customer\u2019s actual energy use.<\/p>\n

Voice capabilities utility companies provide today<\/b>
\n\"How
\nSource \u2014 E Source<\/a><\/em><\/p>\n

However, it is expected that utility companies will start turning to third-party vendors that can provide advanced analytics capabilities to voice-activated devices and deliver highly personalized customer services. Currently, utilities cannot engage with customers via voice for smart control and automation, but it seems like a logical step.<\/p>\n

Telecoms, TV subscription services, and ridesharing companies are already using voice assistance tech, and utilities are expected to follow the lead in 2023 and beyond.<\/p>\n

Voice assistants: Changing everything from QA to customer satisfaction<\/h2>\n

Data \u2014 specifically, relevant and personalized data \u2014 will be the key to unlocking customers\u2019 interest in using voice assistants for energy consumption and utility management. Utility companies can use voice assistants to:<\/p>\n