Table of contents
Business challenge
When a customer experiences a power issue, their first step is often to visit their provider’s website to report it.
For large-scale energy distributors, this process needs to be as seamless as possible to manage customer satisfaction and operational efficiency.
However, existing reporting systems sometimes present a significant hurdle. Customers are confronted with dozens of different online forms, each designed for a specific technical scenario.
An average user, unfamiliar with electrical engineering, often struggle to determine the correct form for their situation. They are asked to diagnose technical details, such as which power phase was malfunctioning, before they can even submit a report.
This complexity creates a poor user experience, causing frustration and confusion. As a result, many customers abandon the online forms and instead call the support helpline, increasing the operational costs and the workload on customer service agents.
From conversational input to structured data
Our goal was to replace the maze of forms with a single, intelligent, and conversational interface. We developed an AI-powered assistant designed to understand the user’s problem in their own words and translate it into the structured data a company’s internal systems require.
The solution works by engaging the user in a simple chat. A customer can state their problem in plain, natural language. The assistant, powered by Natural Language Processing (NLP), analyses this input to understand the user’s intent. It identifies key details and maps them to specific technical issues, such as a localised power failure or the loss of a specific power phase.
Once the problem is identified, the assistant automatically selects the appropriate internal form from its database and completes it on the user’s behalf. The correctly formatted request is then submitted directly into our client’s backend system for resolution. This completely removes the burden of technical diagnosis from the customer.
A core principle of the solution is its adaptability. The architecture allows it to be quickly reconfigured for other industries or companies that rely on complex form-based reporting. The system can be pointed at a new set of forms on a different website, learn their structure, and be ready to serve a new client with minimal engineering effort.
The solution was also designed to empower our client’s business teams. Instead of requiring a developer to create or modify a service workflow, a non-technical employee can define the fields and logic for a new form. The AI assistant then automatically incorporates this new form into its conversational flows, allowing the business to become more agile and less dependent on IT for routine updates.
For clients with strict data security requirements, the entire solution can also be deployed on-premise to ensure no sensitive information leaves their infrastructure.
Benefits of our solution
- Significantly simplified reporting process for customers, eliminating the need for technical expertise
- Improved accuracy of submitted service requests through automated form completion
- Reduced volume of support calls to the helpline by providing a reliable self-service channel
- Enabled non-technical staff to manage and deploy new service forms, increasing business agility and reducing IT dependency