Powering Change in the Utilities Industry with Speech Analytics

The U.S. Utilities Industry faces a number of overlapping challenges, from changing customer expectations to a changing fuel mix. While many companies are committed to developing a more resilient power grid, change is slow due to aging infrastructure, increasing cybersecurity threats, and intensifying storms. Because that customer demand is a driving force behind many of these changes, the utilities industry is placing greater emphasis on customer satisfaction (CSAT) scores than ever before.

The good news is that utility companies already have access to powerful CSAT and engagement data in the recorded calls with their customers. This white paper examines how utility companies leverage speech analytics to identify pain points and emerging issues across their organizations, while learning directly from customers which technologies and services are most valuable to them.