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Hydro One’s Use of AI and Analytics Strengthens Customer Journey Blueprint
Hydro One has incorporated Conversation Analytics and Artificial Intelligence (AI) to enhance its Voice of the Customer (VOC) program to garner valuable customer insights from customer feedback. Join this session to learn how the utility’s use of analytics and AI provided a rapid return on investment through identifying about 200 improvement opportunities across the organization. Additionally, Hydro One has enhanced its knowledge of the customers’ journey, improved first call resolution, elevated its VOC program to incorporate predictive customer experiences, and automated its customer-focused quality assurance process. This effort earned Chartwell’s Gold Best Practices Award in the category of Customer Service this year.
Speaker:
Jonathan Buckley, Director, Customer Care, Hydro One
Jonathan is a strategy and operations leader with 25 years of experience leading and optimizing the delivery of customer management solutions for large utility organizations in Canada, the US, and the UK. In his current role, Jonathan is responsible for business change, training, continuous improvement, and quality assurance for Hydro One’s Customer Care function, serving 1.5m customers across Ontario, Canada.
