Tata Power, on Wednesday launched its VoiceBOT TINA, becoming the first utility in India to offer such a service to its customers.
TINA, powered by Google Assistant, will allow Tata Power to address all customer queries using any compatible Android or iOS mobile devices and Google Home devices, without downloading the app, or visiting the company website.
Tata Power customers in Mumbai will be able to use voice commands to interact with TINA for various services on billing, payments etc. Consumers, for example, can simply say, “Talk to Tata Power TINA” on Google Assistant, and now avail of bill-related services and many more in the next few months. The new customer experience is designed to deliver relevant information in an engaging conversational manner with minimum steps.
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The new VoiceBOT service from Tata Power is enabled with technology support from Yellow Messenger, an artificial intelligence-powered enterprise audience engagement company.
Praveer Sinha, CEO and Managing Director, Tata Power, said, “The digital revolution witnessed by India today, offers huge opportunities for utilities to enhance the quality of customer service. As an essential service provider, we constantly look for new and powerful means to support and engage with our customers better. TINA with a voice is one such service by Tata Power.”
Raghu Ravinutala, CEO, Yellow Messenger said people want to get things done as quickly and efficiently as possible, especially when it is about something as essential as electricity. “Artificial intelligence can make businesses much more customer-friendly and reduce operational costs in the process,” he said.
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The integration of TINA with Google Assistant also gives the bot the ability to process requests without asking for customer identity, phone number or other personal details. TINA can now run the phone number, the query coming from its database, identify the linked account and retrieve the relevant information to deliver it in a personalised, conversational manner. On the other hand, generic, non-account-specific queries such as locating the nearest Tata Power Centre, do not require such data.
The new service will be available immediately to all Tata Power residential, commercial and industrial consumers.