How AI is helping businesses improve customer service

Artificial intelligence (AI) is sweeping the world, and with fake news and defamation cases filling our news the debate is ongoing: can it be used for good, or just evil?

Swansea-based energy efficiency firm, Consumer Energy Solutions (CES) is proving that it can be employed with positive effect, having enhanced the quality of its customer service by integrating an efficient AI tool.

By utilising AI technology, the firm has been able to provide their sales team with an increased accuracy in their tailored advice, providing customers with a curated solution that best suits their requirements.

The software transcribes and analyses customer calls with increased efficiency compared to manual listening, giving a detailed analysis into why the solution was chosen for the specific customer. It also enables the company to provide faster and more precise feedback to its staff, helping them improve their performance while maintaining high service standards.

The tool has not only enhanced the company’s accuracy and efficiency but ensures that all decisions are data-driven and compliant, reducing risk and maintaining trust with customers whilst allowing for strategic improvements.

Founded in 2016, Consumer Energy Solutions specialises in providing cost-effective energy efficiency enhancements to residences throughout south Wales and the south west reduce their carbon footprint and ultimately, their energy bills. CES is an approved installer of the Government-backed scheme ECO4.

Dan Ponsonby, Sales Operations at Consumer Energy Solutions, said: “Our integration of AI has been a game-changer for the business in providing the most accurate and successful results possible for our customers. This tailored system not only enhances the quality of service we deliver but additionally fosters trust and confidence with our customers.

“With this tool, each call is processed and uploaded at the end of the day, ensuring we can assess performance quickly and implement meaningful improvements. This proactive approach helps us deliver a superior customer experience while creating a more effective and motivated team.

“Supporting our customers is our number one priority. With the help of AI, we have been able to increase efficiency in providing the best solution possible and as a result have increased the accessibility of our services. We have also seen a significant growth in sales and believe this tool sets us up to be a leader in the energy efficiency industry in Wales.”

For more information about CES and their services, visit: https://www.consumerenergysolutions.co.uk