Chatbots Improve NiSource Customer Experience

Customers are always wanting more convenient ways to get answers to their questions without having to contact call centers. If they can use effective self-service tools, they are likely to report a better experience than if they have to wait in queue to speak to a live agent, or wait for a callback.  Chatbots allow customers to potentially figure out the best outcome for their issue more quickly, elevating the customer experience.

Listening to its customers, NiSource Inc. announced the launch of chatbots and live chat technologies by its operating companies, available on the Columbia Gas and NIPSCO websites and on their mobile apps. NiSource is a fully-regulated utility company in the U.S. that delivers reliable and affordable energy to its customers.

With the chatbot and live chat in place, customers will be able to get those immediate answers to key questions, including enrolling in payment plans, viewing their usage, reporting an electric outage, finding payment locations, understanding bill charges and learning about different financial support options.

Additionally, the live chat feature will connect customers with a live customer service representative through the customer care center to help answer more complicated questions that require additional research. The chat feature, though, will allow those situations to be addressed conveniently and quietly – and using a medium that is increasingly preferred by customers.

"At NiSource, we are dedicated to providing an enhanced and effortless experience for our customers," said Jennifer Montague, senior vice president and chief customer officer at NiSource. "Customers have continually asked for more options to handle their needs. The chatbots and live chat give them the ability to engage with us in the channel of their choice at their convenience."

NiSource's operating companies, listening to customer digitization requests, also launched Columbia Gas and NIPSCO mobile apps; enabled stop, start and move service on the customer websites and the mobile apps; and elevated promotions of paperless billing.

"Customer digitization is helping our customers get the information they need and make changes to their service at their convenience,” said Montague. "As customers continue to request more digital options to do business, we will continue to look for additional enhancements to existing technologies."


Edited by Erik Linask

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