AI-powered technology leads to reduction in customer contacts, improving resolution times and cutting carbon emissions through less journeys made.
Ireland’s largest supplier of 100% green energy*, SSE Airtricity has teamed up with Vyntelligence, pioneer of SmartVideoNotes category, to utilise AI technology to improve its service and reduce carbon emissions.
Through its Energy Services business, SSE Airtricity has trialled the technology over the last six months and will now deploy the AI-powered Vyn app across the wider business. The trial period demonstrated the technology can help lower customer contacts by 50%, helping to reduce unnecessary call outs which in turn reduce vehicles on the road and associated carbon emissions.
The Vyn app allows SSE to digitally augment its field workers, speed up customer response and streamline operational time and effort. It also reduces the number of call outs needed to customers homes, helping to reduce carbon emissions through less travel while also providing a more efficient service to customers in rural and isolated areas.
As principal partner at COP26 (2021 UN climate change conference), SSE is committed to creating innovative, sustainable solutions allied to better customer experiences as it moves to its 2050 net zero goal.
Klair Neenan, Managing Director of SSE Airtricity said: “Following a successful pilot in Ireland, we’re already seen efficiencies from the Vyn app. For example, interactions between customers and customer services halved from six stages to three. This is a positive result, which was driven by customers self-auditing, digital collaboration, remote supervision, and inspections.”
“Vyn proved simple to deploy and has resulted in a 35% productivity improvement. We’re looking forward to adopting this innovative digital technology across the wider SSE Airtricity business as we continue to utilise new and existing technology to help customers make greener choices.”
“This partnership will help us decarbonise our customer journeys and complements the growing number of green products and services we’re proud to offer homes and businesses across the island of Ireland.”
Speaking from COP26 in Glasgow, Nikki Flanders, Managing Director Energy Customer Solutions at SSE, said: “Technology is a vital tool in helping society achieve net zero. At SSE, our mission is to empower our customers to make greener choices by providing them with a full range of low carbon solutions.”
“Working with Vyntelligence has enabled us to streamline our internal processes and improve customer experience while really focusing on providing more solutions and choices for homes and businesses across Britain and Ireland.”
“Remote diagnostic tools, such as the Vyn App, also help reduce unnecessary call outs for technicians, which in turn allows us to provide a faster resolution to our customers and reduces carbon emissions through less journeys made.”
Kapil Singhal, co-founder & CEO, Vyntelligence said: “We are excited to partner with SSE, a leader in green initiatives. Vyntelligence offers a win-win for SSE Energy Services - for customers and workers. Not only does the Vyn platform offer home customers with an easy-to-use self-service capability but also it drives down worker repair & installation times.
Data captured from both of these sets of users via Vyn’s augmented intelligence capability (to get the job done ‘first time right’), helps drive common intelligence and saves visits and materials.
Such new, easier & more efficient ways of working are an example of our commitment - and purpose - to create sustainable innovation.”
*Largest provider of 100% green energy supplied to homes and businesses based on Electricity Market Share by total tWh, published by the Commission for Regulation of Utilities (CRU) in most recent Energy and Water Monitoring Report for H1 2020, published in December 2020.