Lessons Learned from Implementing Conversational AI in Utilities in the GCC

Executive Snapshot

• Figure: Executive Snapshot: Lessons Learned from Implementing Conversational AI in Utilities in the GCC

Situation Overview

• Conversational AI Best Practices

• Drive Customer Service Innovation: Focus on Customer Intent Fulfillment in a Safe and Secure Manner

• Ensure Organization-Wide Alignment with Revised Processes, Goals, and KPIs

• Adopt a Strong Project Governance Mechanism and a Phased/Iterative Implementation Approach

• Establish a Process to Improve the Chatbot Platform's Capabilities and Experiment with AI Technologies

Advice for the Technology Buyer

• Understanding the Communication Preferences of Different Customers

• Implementing a Change-Management Strategy and Governance Mechanism

• Taking a Phased Approach to Implementation

• Implementing a Continuous Improvement Process to Manage the Model

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• Related Research

• Synopsis