NIPSCO announces the launch of chatbots and live chat technologies to assist customers in getting immediate answers to a variety of key questions. They’re both available at the Merrillville-based utility’s website NIPSCO.com and mobile app. NIPSCO says customers have told them they wanted more ways to get questions answered without having to make a phone call.
Chatbots and live chat both allow customers to get information on enrolling in payment plans, viewing their usage, reporting an electric outage, finding payment locations, understanding bill charges and learning about different financial support options, a news release from NIPSCO said. The chatbot also can provide answers to frequently asked questions, such as information about COVID protocols, work taking place in your area, and optional services. While chatbots function through artificial intelligence, live chat connects customers with a customer service representative through the Customer Care Center. These representatives can answer more complicated questions that require additional research, NIPSCO said.
“At NiSource, we are dedicated to providing an enhanced and effortless experience for our customers,” said Jennifer Montague, senior vice president and chief customer officer at NiSource. “Customers have continually asked for more options to handle their needs. The chatbots and live chat give them the ability to engage with us in the channel of their choice at their convenience.”
In response to customer request, NIPSCO also recently launched a mobile app, enabled stop, start and move service on its website and the mobile app, and elevated promotions of paperless billing, encouraging customers to view their bills online anywhere, anytime at their convenience.
“Customer digitization is helping our customers get the information they need and make changes to their service at their convenience,” Montague added. “As customers continue to request more digital options to do business, we will continue to look for additional enhancements to existing technologies.”
In 2022, NIPSCO says they also implemented a new conversational interactive voice response (IVR) that improves the customer experience by allowing customers to more easily find answers to pressing questions. The new IVR now enables customers to use the automated system to enroll in AutoPay, find payment locations, and utilize enhanced budget billing options, in addition to managing account details.
