In this session, Bert Faes and Flor De Cordt unveil how intelligent, omnichannel contact centers are transforming utility customer service. They explain how AI-driven tools integrated with MECOMS 365 allow utilities to proactively engage customers across voice, chat, email, and self‑service channels. The team will showcase how sentiment analysis and intelligent routing ensure each customer query receives personalized and context-aware service, improving first-contact resolution and satisfaction.
Bert and Flor will deliver an engaging and interactive session that demonstrates how a utility customer can seamlessly reach their supplier or DGO through various communication channels. They will walk through real-world scenarios to show how agents – empowered by AI-driven insights – can quickly access relevant customer information and provide accurate, personalized support. The session will underline how the MECOMS 365 platform, enhances the Microsoft Digital Contact Center by adding industry-specific intelligence, process automation, and customer context. Ensuring every interaction is smart, seamless, and aligned with the unique needs of the utility sector.