Leverage AI-powered Chatbot for the best customer service in the energy sector

Name: Chatbot Isa
Brand: HSAG Heidelberger Services AG

Our chatbot is designed specifically for the energy industry, offering a wide range of customizable skills. With AI-based intent recognition, always-up-to-date dialogue content, and seamless backend integration with SAP ERP System, it autonomously handles customer inquiries about processes such as meter reading submissions, moving, adjusting advance payment amounts, and rate consultation.

By HSAG Heidelberger Services AG

Overview

Enhance customer service with an out-of-the-box AI solution

Our chatbot is an instantly deployable chatbot specifically designed for the needs of utility companies. It is capable of recognizing and conclusively handling over 600 customer inquiries, such as meter reading, adjustment of installments, or tariff advice. It utilizes modern technologies like Natural Language Processing (AI), and can be integrated with your SAP ERP System for full automation of service processes.

Engage with your customers 24/7

Our AI-powered assistant is available 24/7 to provide expert guidance, comprehensive support, and seamless management of customer inquiries in the energy sector. Designed to uphold your communication standards, it ensures every interaction is both professional and personable, while delivering outstanding value with exceptional cost efficiency.

Remain available with a scalable service for increased case loads

The chatbot can also easily cope with a sudden significant increase in customer service inquiries. It works according to a transparent and predictable compensation model that includes a basic fee and a usage-dependent fee for higher usage numbers.

Details

Solution type

Extensions and Add-ons

Industry

Oil, Gas, and Energy

Compatibility

Works with

This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.

SAP Multichannel Foundation for Utilities and Public Sector

Features

Revolutionize the energy sector with an AI language model

Leveraging an advanced language model tailored to the energy industry, we refined and optimized the technology over the years. Advanced natural language processing methods are combined with generative AI techniques to enhance its capabilities.

Automate customer service in all market roles

The AI-powered customer service agent specializes in the energy sector, covering a wide range of topics within the roles of energy providers and grid operators. We ensure up-to-date and accurate responses by continuously maintaining processes and FAQs through an editorial backend.

Customize your Chatbot with individual design and communication

Easily customize our chatbot according to your corporate identity guidelines and integrate it across channels such as your website and customer portal, as well as on WhatsApp and Facebook. The communication style also adheres to your specifications.

Streamline customer service through integration with SAP BTP

Our solution integrates bidirectionally with your SAP ERP system via SAP BTP, enabling customer service processes to be automatically completed and recorded. The chatbot thus provides substantial relief for your customer service.

Analyze chatbot performance with dashboards and KPI

Dashboards and key performance indicators provide insights into the chatbot usage behavior of your end customers. For example, you can analyze the volume of cases per type of customer concern, drill down to individual chat histories, and track usage of the bot over time.

Plans and pricing

All plans include:

Workshop and onboarding included
Chatbot as a Service
Customer success management

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This package includes a kick-off workshop, followed by customizing to meet specific business needs. Thorough testing ensures system reliability before the final go-live phase.

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Technical Information

Technical details

Solution type	Extensions and Add-ons
Category	Artificial Intelligence
Industry	Oil, Gas, and Energy
Works with	SAP Multichannel Foundation for Utilities and Public Sector

Deployment and operations

The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.

Deployment

Integrates with SAP Cloud solutions This product integrates with SAP cloud solutions using standard SAP-approved interfaces and APIs.
Software-as-a-Service solution This product is delivered online as a subscription service.
Cloud Solution This product is designed to be delivered over a network as a cloud service.

Operations

Service Levels >99.5% This product achieves operational performance levels of 99.5% or greater.
Auditable logging and tracing This product offers auditable logging and tracing capabilities to aid in debugging and troubleshooting.
High availability and disaster recovery This product has been designed to ensure minimal service interruption and quick restoration of service in the event of a disruption.
Multi-tenant solution with full isolation and encryption This product utilizes a multi-tenant architecture with complete isolation and encryption of customer account data, policy and configuration settings.

Security and compliance

Security

Encrypted communication channels This product employs encryption to secure all communication channels.
Secured against software vulnerabilities This product has been secured against common software vulnerabilities, such as operating system, SQL injection, memory corruption, and information leak vulnerabilities.
Follows the secure software development and operations lifecycle (SDLC) Secure practices include design, architecture, implementation, test, release preparation, shipment, operations, and support. Open-Source components run latest version.
Secured with configurable authentication policies This product has been designed for enhanced security by offering configurable authentication policies.

Compliance

Functional correctness This product has been tested for functional correctness using real-life business scenarios of customers.
EU data privacy This product complies with European Union requirements for data privacy.
Offers EU access only To comply with data protection regulations, this solution restricts remote data access and data storage to countries that have implemented the EU Data Protection Directive.

Privacy policy

SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner.

Publisher privacy policy

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