Having taken a different approach to the application of NPower’s operational model Kevin has successfully implemented ‘Project Rocket’. This puts NPower’s customer at the heart of everything they do and makes energy simple for their customer. Using AI through chatbots to increase response times to queries and automation to carry out basic diagnostic customer satisfaction has soared. Kevin now hopes to further implement deeper AI and ML and begin to report on the data that they have available to them. For instance predicting what a customer may complain about, learning from this and then ensuring it is quickly rectified and doing all they can to ensure it doesn’t happen again.
Check out the incredible speaker line-up to see who will be joining Kevin.
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