BWSC will discuss their use of machine learning and Generative AI to optimize existing collections and other processes. Given the considerable data BWSC has in its systems, they began a journey with their industry partner to explore ways to better manage and leverage that data to optimize their existing processes, reduce cost to serve and increase customer satisfaction.

In this session, BWSC will explore several successful use cases, including an enhanced collection insights solution in which monthly bills and reminders are sent in a personalized way, as well as how Generative AI is helping optimize operational efficiency, alleviate CSR demand and reduce CSR training time.

In 2023, the City of Tallahassee embarked on a journey to replace its legacy CIS and implement a Customer Self-Service portal (CSS). Partnering with Itineris, Tallahassee successfully implemented the UMAX CIS and CSS system, revolutionizing its utility management processes. This implementation led to increased billing accuracy, reduced customer service representative training time, and enhanced the overall customer experience. Tallahassee’s Chief Customer Operations Officer, James Barnes, with whom we closely collaborated during this implementation, will speak about their successful CIS implementation and vision for the future in these three CS Week sessions.

If you’re interested in learning more about their journey, don’t miss out on the opportunity to attend James’ presentations!
Unable to attend any of the sessions? Read our City of Tallahassee customer case study.

In this session, Itineris will discuss how the UMAX CIS solution is empowering CSRs to work smarter, not harder. As a CSR, imagine if you had immediate access to an AI-driven knowledge-based repository, specifically applicable to your daily customer interactions and paired to your utility business rules. How much time would you save if you eliminated the need to hunt for accurate information or extend response times to customer questions? Not only does this put the most relevant information at the fingertips of the CSR, it uses the CIS business logic to suggest the most likely and most applicable next best steps.

Itineris will also highlight Microsoft’s future innovation and how this roadmap will drive evergreen UMAX utility-centric innovation.