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Lessons Learned from Implementing Conversational AI in Utilities in the GCC

Publisher IDC
Published Jan 18, 2024
Length 7 Pages
SKU # IDC18444529

Description

Lessons Learned from Implementing Conversational AI in Utilities in the GCC


This IDC Perspective examines best practices for implementing conversational AI and is based on IDC's discussions with utilities companies operating in the countries that make up the Gulf Cooperation Council (GCC). The document describes AI implementation project challenges, outlines various approaches to tackling those challenges, and provides recommendations for companies that want to implement AI-based solutions."Conversational AI has been a key investment area for organizations across government, retail, finance, and utilities — primarily driven by an organizational priority to deliver differentiated customer value. Some organizations have embarked on this journey earlier than others and have accumulated significant know-how. Organizations should treat these projects in a strategic manner. Organization-wide alignment and implementing a change-management strategy up front are essential for the success of such projects in delivering continuous customer value." — Associate Research Director Melih Murat, IDC Middle East and Africa

Please Note: Extended description available upon request.

Table of Contents

7 Pages
Executive Snapshot
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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