AI-powered technology leads to reduction in customer contacts, improving resolution times and cutting carbon emissions through less journeys made
London, 10 November 2021
SSE Energy Solutions has teamed up with Vyntelligence to utilise AI technology to improve customer experience, service and reduce carbon emissions.
Vyntelligence, pioneer of SmartVideoNotes category, has launched an app which allows companies like SSE to digitally augment its field workers, speed up customer response and streamline operational time and effort.
Through its SSE Airtricity Energy Services division in Ireland, SSE has successfully trialled the AI-powered Vyn App and will now look to deploy the technology further across its customer business in Great Britain and Ireland.
The app allows customers and business to link seamlessly and troubleshoot from remote environments, speeding up customer resolutions and will eliminate hundreds of technician visits to homes and businesses annually which will reduce the company’s carbon emissions.
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.
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.
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.”
About SSE Energy Solutions – SSE Energy Solutions is part of the FTSE listed SSE plc and provides access to green energy straight from SSE’s UK wind farms for our business and local authority customers. Set apart by our ability to innovate and create partnerships, we are providing a growing suite of energy products and distributed energy solutions to support customers on the journey to net zero. We provide gas and electricity for businesses big and small across Britain, currently supplying around 500,000 metering points. We offer a wide range of fixed-price and flexible energy plans, and all our fixed contracts include 100% renewable electricity as standard. Through SSE Airtricity, our retail arm in Ireland, we supply 100% green electricity, natural gas, and essential services to 700,000 homes and businesses across the island of Ireland.
About Vyntelligence – Vyntelligence’s simple-to-deploy, award-winning smart video AI and digital work assurance platform empowers frontline workers and customers to capture short video data using their mobile. Automated AI-powered recommendations on the next actions & insights enable remote experts and control tower personnel to make early decisions delivering remote work assurance with fewer inputs.
Headquartered in London, Vyntelligence is leading sustainable innovation for the Energy, Telecom and Utilities industries for global customers such as Engie, EDP, Northumbrian Water, Welsh Water, and Openreach.
Vyn was declared winner by top 10 Global Utilities at the Free Electrons programme in 2020 and has been granted US patents for Smart Data Capture, Ranking and Delivery of Insights.
Vyn and Vyntelligence are registered trademarks of humanLearning Ltd.