Improving Utility CX and field service efficiency using generative AI

A joint blog from AWS and Vyntelligence about transforming CX and FX in the Utilities industry

Mayank Sharma (Chief Data Officer, Vyntelligence), Arun Anand (Senior Partner Solutions Architect, AWS) and Mohit Mehta (Head of AI, Vyntelligence) recently collaborated on an article that has been published by AWS. The below blog gives a short synopsis of that article. To read it in full, please visit the AWS website.

Introduction

The utility sector is under growing pressure to modernise and improve service amidst rising customer expectations and environmental demands. Vyntelligence (Vyn®), an AI-powered short video solution provider, is helping utilities tackle these challenges by streamlining field operations and enhancing customer experience through innovative AI and Computer Vision technologies.

Key Challenges for the Utilities industry

Today’s utilities face three critical challenges:

To succeed, utilities organisations need tools that improve operational efficiency and satisfaction, while ensuring regulatory compliance.

Enhancing CX and FX

With ageing infrastructure, dispersed assets, and heightened customer expectations, utilities often struggle to meet performance goals. One key metric, the First-Time-Fix-Rate (FTFR), indicates how often issues are resolved on the first visit. Many utilities miss their FTFR targets, causing costly follow-up visits that negatively impact the customer experience, satisfaction ratings and carbon footprints.

Vyntelligence’s GenAI-Powered Solution

Vyntelligence offers asynchronous, guided video workflows/ processes, and subsequent data insights to improve frontline operations.

At the heart of the Vyntelligence approach lies a key insight: in organisations that manage physical infrastructure, such as utilities, frontline activities are often hindered by uncertain conditions. Although planning is essential for these organisations, it is only as effective as the data that it’s based on and the capabilities of the workforce to adapt to complex workloads and situations. Therefore, people enablement and data enrichment must be the focus of any strategy to address these challenges.

The Vyn SmartVideoNotes® platform bridges the gap between planned work and actual work by empowering utilities to deploy mobile workflows effortlessly. This technology enables customers, field personnel, and contractors to capture detailed contextual information before, during, and after work. Key elements include:

• Asynchronous video: Customers and technicians can share information on their own schedules, enabling smooth collaboration.
• Guided Workflows: Field personnel can capture detailed, contextual data through structured short video, improving job readiness.
• Generative AI: Summarises customer issues, prioritises actions and identifies potential hazards, leading to faster resolutions.

For instance, a customer requesting a heat pump installation can record a video walkthrough, providing technicians with the context needed to avoid unnecessary visits, thus saving time and resources.

Advanced Field Documentation and Compliance

Vyntelligence’s Field Service Proof-of-Work enables technicians to document jobs using short video, supporting regulatory compliance, automating quality assurance, and expediting contractor payments. This structured documentation facilitates remote supervision and knowledge sharing, ensuring consistent service quality.

Conclusion

Vyntelligence equips utilities with AI-driven tools to optimise customer interactions and field operations, driving efficiency, reducing costs, and improving satisfaction. For a sector that must balance modernisation with customer demands, Vyn’s solutions provide a world-class and valuable path forward.

To read the full article from by Mayank Sharma, Arun Anand, and Mohit Mehta (as published by AWS), please visit the AWS website.

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