Client: National Energy Utility

Challenge:
Customers faced frustration with billing queries, outage updates, and delayed responses from support staff. The utility provider lacked real-time communication tools and proactive service models.

Solution:
Chrysalis introduced an AI-driven customer experience framework that modernized customer interactions:

• Automated Billing Support with AI-powered self-service portals allowed customers to instantly resolve common issues such as bill breakdowns, due date reminders, and payment extensions.
• Predictive Outage Notifications used AI models to forecast service interruptions and proactively notify customers via SMS, email, and mobile app, reducing inbound complaints during outages.
• Customer Sentiment Monitoring continuously analyzed conversations, feedback, and complaints to highlight pain points, enabling the utility to adjust service delivery in real time.
• Omnichannel Service Integration ensured customers had consistent access to support across phone, chat, email, and mobile app, leading to higher engagement and satisfaction.

Results:
✔ 60% Decrease in Support Calls due to AI-powered self-service.
✔ Real-Time Updates improved transparency during outages.
✔ 25% Increase in Customer Satisfaction from proactive engagement.