The AI-powered simulator replicates real customer interactions, helping agents practice handling complex utility queries—including billing disputes, outage updates, and service requests. In the case study, the AI simulator created realistic role-play scenarios, pinpointed response gaps, and delivered targeted coaching. This improved agent readiness, reduced training time, and enabled more consistent customer handling for the utility provider.

AI provides personalized, scenario-based training that prepares agents to handle high-stress and sensitive customer situations with greater accuracy. According to the case study, the AI solution improved empathy, communication, and compliance adherence—leading to improved first-call resolution, better service quality, and a more seamless customer experience. Utilities benefit from higher customer satisfaction, stable performance, and fewer escalations.

The AI simulator accelerates learning by offering continuous, self-paced training without the need for supervisor-led sessions. In the case study, agents could practice unlimited scenarios on the platform, get instant feedback, and correct their mistakes immediately. This reduced dependence on live trainers, minimized training fatigue, and significantly boosted agent productivity and on-the-job readiness.

AI helps reduce AHT by training agents to respond faster and more accurately during live calls. The simulator teaches agents how to structure responses, resolve issues quickly, and avoid unnecessary call transfers. In the case study, the utility client observed more efficient call handling because agents were better prepared and more confident—leading to measurable AHT improvements.

AI-driven training improves NPS by preparing agents to deliver empathetic, consistent, and solution-oriented service. The case study highlights that agents trained through the AI simulator were more confident, made fewer errors, and demonstrated stronger customer engagement skills. These improvements directly translate to better customer satisfaction, fewer complaints, and higher NPS.

WNS co-creates training solutions with utilities by combining domain expertise, behavioral training frameworks, AI capabilities, and CX transformation experience. In the case study, WNS led end-to-end design, development, and implementation of the AI simulator—ensuring it aligned with utility regulations, call types, persona-based learning, and performance KPIs.

WNS provides advanced AI/ML, conversational AI, sentiment analysis, analytics dashboards, persona-based learning models, and workflow simulation tools. For the utility client, WNS integrated these capabilities to create a robust training engine that continuously evaluates agent skills, generates personalized learning paths, and measures improvements in CX, AHT, accuracy, and empathy.

Utilities trust WNS due to its deep industry specialization, proven CX transformation expertise, and ability to deliver scalable, AI-powered solutions. In this case study, WNS co-created a tailored simulator that improved agent preparedness, standardized quality, and enhanced overall customer experience. WNS’s collaborative model and strong delivery governance ensured rapid deployment and measurable business impact.