2026 Event Schedule

In the rapidly evolving landscape of customer service, the integration of Artificial Intelligence (AI) has become a pivotal strategy for enhancing operational efficiency and customer satisfaction. This presentation will explore how Alectra Utilities has successfully harnessed AI to transform its customer service operations, addressing key challenges and setting new standards for excellence. 

Key Focus Areas: 
Identifying the Business Problem: Traditional customer service models often struggle with high transfer rates in Interactive Voice Response (IVR) systems, leading to customer frustration and inefficiencies. This issue is compounded by the increasing volume of digital interactions and the need for consistent, high-quality service across all channels. 

AI-Driven Solutions: 
IVR Optimization: Utilizing AI to analyze customer IVR paths, identify high-transfer points, and implement predictive routing based on historical behaviors. This has resulted in a 5% increase in Service Level Agreement (SLA) performance and enhanced customer journey clarity. 

Call Deflection Strategy: Implementing AI-driven insights to refine website and queue management, effectively deflecting calls to digital self-service options and reducing Average Handle Time (AHT). 

Unified Customer Language: Leveraging Natural Language Processing (NLP) to standardize terminology across all customer touchpoints, reducing confusion and improving communication clarity. 

Smart Chatbots: Developing AI-powered chatbots that map customer journeys and provide accurate, real-time assistance, thereby encouraging digital adoption and improving self-service capabilities. 

Agent Assist Tools: Deploying AI tools to reduce after-call work, increase data accuracy, and enhance CSR productivity, allowing agents to focus on complex, empathy-driven interactions. 

Impact and Results: 
Following the deployment of Automated Stop Service forms, Alectra Utilities has seen a substantial increase in submissions, with a 758% surge in April 2025 and a 351% increase in May 2025 compared to the previous year. Year-to-date submissions are up by 261% by leveraging our voice call deflection strategy to digital channels. 
These advancements have streamlined the stop service request process, enabling CSRs to handle more complex inquiries and significantly improving overall service quality and efficiency. 

Future Trends and Opportunities: 
The presentation will also highlight emerging trends in AI for customer service, including predictive support, real-time coaching, and AI-augmented training. These innovations promise to further enhance personalization, reduce response times, and elevate customer satisfaction.