This article highlights some of the critical challenges utilities face in a complex landscape and how an intelligent human-digital Customer Experience (CX) solution can help them support vulnerable customers while safeguarding their business interests. It emphasizes how companies can achieve their key objectives at this time, including:

  • Smart identification of vulnerable customers through an Artificial Intelligence (AI)-led virtual assistant or a digital friend

  • Proactive contact through a live 24x7 chat platform

  • Optimized omni-channel strategy

  • Utility customer segmentation with predictive analytics-led propensity modeling

  • Predictive home move management

  • Specialized vulnerability management training

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