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Digital Customer Experience

On-time response for delightful customer experience. That’s better.

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Challenge

The power generation and distribution company was flooded with customer queries during pandemic; however, on e-mails. The spike in the e-mail queries during the pandemic was 10X higher than usual. Tata Technologies stepped in to transform their e-mail response process.

Solution

While responding to customer emails, the power company followed a manual process of reading, analyzing, and aligning the query to the right executive. They were looking for a resolution that could quickly act on commercial and technical customers’ email queries. They wanted to address the negative sentiments at a lower total cost of services, while addressing the tariff change queries during the pandemic.

We took the opportunity to help the customer manage these queries quickly and seamlessly with a supervised Machine Learning model built on historical data. The model was then integrated with SAP, CRM, and ERMS to automate incoming e-mail reading, analyzing, skill-based alignment, and auto response. We optimized various systems, such as Systems Applications and Products in Data Processing (SAP), Customer Relationship Management (CRM) and E-Mail Response Management (ERM) with Machine Learning (ML) and Natural Language Processing (NLP) to reduce significant manual efforts of the customers’ inhouse team while improving response time to customer queries. 

The NLP helped the customer to identify and analyse customer sentiments, with 98% prediction accuracy. The power company could resolve queries received through email in real-time using NLP models by identifying email context, customer sentiment, customer details and automatically assigning them to executives for further processing. This automated process saved the customer 14,000+ man hours.

For this pioneering work, Tata Technologies won the prestigious SAP ACE Award for ‘Adoption of Transformative Technologies’

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