IT deployment in Tata Power
22.07.2021
IT for enhancing Customer Experience
Smart Meter Analytics- Post Transaction MS Kaizala – Being Interactive ChatBot-
Interval data consumption Feedback & VoC – used for both way Digital touch point for
Analytics plus Alerts like Feedback taken customer consumers. There is
for crossing consumption immediately after communication like also a Live Web Chat
slabs, Increase in daily transaction and recorded WhatsApp. Action option available if
consumption etc. into CRM for further cards provided for customer wants to
provided through Mobile action customer to raise know more details
App service requests
IT for enhancing Workforce Productivity
Robotic Process Automation - Daily manual, tedious work performed by users
working on several data, excels and applying conditional query to extract
outputs is eliminated by using Robotic Process Automation
Email Automation using AI-ML - AI/ML Model is trained with email body
text to determine complaint category, customer sentiment, extract the
12-digit account number and mobile numbers with accuracy > 90%
Field force Mobile Apps – SAP Fiori mobile Apps for Disconnection,
Reconnection, Meter Change, Meter Installation, Meter removal & for
New connection feasibility. These apps are real time integrated with
SAP ISU & CRM
IVR Automation - Self Service IVR ensures 24X7 Availability, Automates
Customer interaction, Improves Customer satisfaction and accuracy of
information delivered and ensures cost saving as 45% of the calls are now
handled with the help of self service IVR
IT for Prediction Analytics
Solved Problem Statement : Load Forecasting
Changeover error for changeover consumers was 5% -10%.
Customer Variations on 15 minutes basis were causing
Load inaccurate power purchase
Prediction
Solved Problem Statement -
Compared to manual Call Center
Call
accuracy , a daily automated Volume
predictive algorithm for call Prediction
volume prediction delivered
Customer
83-85% accuracy Payment
Default
Prediction Solved Problem Statement:
Enhancing operational efficiency in
revenue recovery by using prediction
analysis of payment defaulters
IT Intervention to Glide through Covid-19 - crisis
Aggressive Email Campaign Customer Meter Reading web application
Multiple E-Campaign executed to inform and educate Customer Meter Reading web application to fill in for
01 customers about Online channels of Communications, Digital
payment Channels. Ebill facility etc. Approx(12lakh emails sent
field force staff blocked to visit Customer Premises.
Customer can provide picture of meter reading and
02
from system to Customers). AI/ML extract the meter reading from picture.
IVR Cheque collection Microsoft Kaizala App
03 Cheque Payment collection from residence - This is
enabled for the consumers who wanted to pay but are
Action cards are made available for Bill Payment,
outstanding amount, Duplicate, Complaint registration etc. 04
not tech savvy to use digital payment options. consumers to use them with ease at the press of mobile key.
Customer out calling App for Revenue Recovery cases Customer bill calculation
05
Agent gets the list of cases allocated for calling from the
app itself by clicking on the mobile no and fills the remark
Consumer calls and Selects billing calculation post
lockdown option on the IVR. SMS link of the billing
06
that gets updated in SAP backend. Document forwarded to the Consumer
High Bill Registration Cases
Email & CRM Automation for Customer Meter Read entry
07 EMI facility enabled for customer through CRM
and IVR and backend changes in FICA.
AI / ML email automation model is re-configured to capture
08
Accountid and registered number from email body. (which was
manually done) it reduce the time ti respond to customer with
same capacity of email agent.
IT-OT Integration
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