Why did my electric bill change? It's one of the most common questions customers ask.
To provide faster, clearer answers, AEP is piloting Bill Analyzer, a new AI-powered tool developed with Gigawatt AI that helps Customer Care agents quickly identify what’s affecting a customer's bill and provide clearer explanations.
Our agents often need to review several factors, including energy use, weather, rate changes and billing cycles, to determine why a bill has changed.
Bill Analyzer brings that information together in one place, helping agents quickly understand what is affecting a customer's bill and answer complex billing questions up to 80% faster while improving the consistency and quality of responses.
“Customers expect clarity, transparency, and timely answers, especially when an unexpected bill affects a household budget,” said Johannes Eckert, AEP Executive Vice President and Chief Information and Technology Officer. “With this new capability, our teams are empowered to more quickly and accurately explain changes and help customers identify the next best step.”
AEP's customer operations teams worked closely with Gigawatt AI to identify more than 170 common customer questions and issues. Those insights helped shape Bill Analyzer around real-world needs, giving our agents the tools to provide faster answers and clearer explanations.
Bill Analyzer is the first tool AEP is rolling out from Gigawatt’s Customer Module – a broader effort to use new technologies to deliver the best possible experience for our customers.