{"id":46670,"date":"2024-06-20T15:42:40","date_gmt":"2024-06-20T15:42:40","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=46670"},"modified":"2024-06-20T15:43:20","modified_gmt":"2024-06-20T15:43:20","slug":"rge-introduces-ava-the-ai-energy-customer-service-assistant","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/rge-introduces-ava-the-ai-energy-customer-service-assistant\/","title":{"rendered":"RG&#038;E Introduces &#8216;Ava&#8217; the AI Energy Customer Service Assistant"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-46708\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/06\/fp-37935465874654455.jpg\" alt=\"Customer service assistants\" width=\"598\" height=\"335\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/06\/fp-37935465874654455.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/06\/fp-37935465874654455-300x168.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>In a bid to enhance customer service efficiency and address longstanding issues, Rochester Gas and Electric (RG&amp;E) has recently taken significant steps towards improving its customer communication strategies.<\/strong><\/p>\n<p>Facing challenges with billing systems and customer service, RG&amp;E has made headlines by hiring hundreds of new customer service agents and launching an artificial intelligence pilot program named Ava.<\/p>\n<p>This move reflects a broader trend in the utility industry where companies are increasingly turning to technology, specifically artificial intelligence, to revolutionize their customer service operations.<\/p>\n<p>Ava is designed to provide quick assistance to customers seeking answers to basic questions about their bills on the RG&amp;E website.<\/p>\n<p>Shelby Cohen from RG&amp;E clarifies that Ava is not meant to replace the call center but to offer a digital communication option for customers.<\/p>\n<p>Ava can look up specific account information such as balances and meter reads, but its ability to handle customer service complaints is still being tested during the pilot phase.<\/p>\n<p>RG&amp;E emphasizes that Ava is an additional option, and customers can still reach the fully staffed call center for assistance.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In a bid to enhance customer service efficiency and address longstanding issues, Rochester Gas and Electric (RG&#038;E) has recently taken significant steps towards improving its customer communication strategies..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/46670"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=46670"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/46670\/revisions"}],"predecessor-version":[{"id":46712,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/46670\/revisions\/46712"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=46670"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=46670"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=46670"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}