DTEK Networks Group is testing a voice assistant for a call center that will inform customers about power outages and take meter readings without the operator's involvement. The project was presented during a workshop of the European Association of Distribution System Operators E.DSO.
DTEK Networks Group is testing a voice assistant for a call center that will inform customers about power outages and take meter readings without the operator's involvement. The project was presented during a workshop of the European Association of Distribution System Operators E.DSO.
According to the company, the new Voice Bot will allow subscribers to receive the necessary information automatically, after which the data will be immediately recorded in the system. According to DTEK representatives, this solution should reduce the load on the call center and speed up service, which is especially important during massive Russian attacks on the power system.
This project is currently in the pilot phase. In addition to the voice bot, DTEK Networks is researching and testing other AI solutions for data analysis, information retrieval in internal systems, network load forecasting, and reducing electricity losses.
Participants in the E.DSO workshop, including representatives of the European Commission and such European companies as E.ON (Germany), UFD (Spain), ESO (Lithuania) and E-REDES (Portugal), agreed that AI demonstrates the greatest effect in tasks with a large volume of typical requests (FAQ, informing about outages, etc.).
For example, the Lithuanian operator ESO is already reporting on the successful use of such tools: the company managed to increase the first-contact resolution rate (FCR) from 78% to 86%, as well as reduce the "silence" time in calls between the operator and the customer from 52% to 44%.
According to E.DSO, 85% of European distribution system operators (DSOs) are already implementing their own AI projects, and all 100% use artificial intelligence in one way or another in their work. Successful scaling of such solutions requires high-quality data, gradual implementation while maintaining human control, as well as compliance with the European legislation on AI (AI Act).
