How Conversational AI is Energizing Customer Service for Utilities: An Innovation Success Story |

Learn how Omilia’s Conversational AI platform is enabling PSEG to revolutionize their call center service and overcome traditional IVR challenges. See how omni-channel virtual assistants automate service, reduce costs, and deliver an engaging customer experience.

Agenda

How Conversational AI is Enabling Customer Service Excellence

Quinn Agen, VP Business Development, Omilia

Quinn will share how Omilia’s Conversational AI platform is enabling enterprises around the world to revolutionize call center service, overcoming traditional IVR challenges. He will cover how its omni-channel virtual assistants provide seamless, personalized service, automate over 90% of inquiries, reduce costs, and enhance agent efficiency. He will also provide a short demonstration so you can see first-hand how AI delivers engaging customer interactions to elevate the customer and agent experience.

Powering Efficiency: PSEG’s Conversational AI Transformation

Rajesh K Sahu, Solutions Architect – Contact Center Technologies, PSEG

Rajesh will share how PSEG is reducing customer service costs, improving operational agility while still enhancing the customer experience. They will reveal how, with Omilia, they have:

Unrivalled visibility into customer needs in real-time enabling them to monitor live calls and continually improve call handling to deliver higher quality customer interactions.
Enhanced customer service levels even during severe weather conditions with more accurate routing of calls and improved call handling times.
Insights for continual improvement from easy-to-use analytics data which provides them with ideas every day on how and where to improve customer interactions.

Speakers

Rajesh K Sahu

Solutions Architect – Contact Center Technologies, PSEG

Rajesh is responsible for managing and designing PSEG’s contact center roadmaps and digitization journey. He is with PSEG for 11+ years and have overall 14 years of experience working with customer care for Utilities across US, Canada, and Australia. He is a CX enthusiast and have helped organization to achieve milestone results in past few years including Idea to Implementation. He is currently pursuing MBA from Boston University.

Quinn Agen

VP of Business Development, Omilia

Quinn Agen is responsible for growth at Omilia and was part of the journey in evolving the company from a small team in Greece to a large-scale global operation with a Virtual Assistant platform that has supported over a billion customer care interactions in natural language in more than 15 countries. Quinn heads the Omilia sales organization and works directly with large enterprises in identifying new customer needs and developing comprehensive virtual assistants that focus on ROI and operational savings.