08 Feb UK Power Networks launches first-ever video chat to help customers
People who need help to solve electrical issues in their home will be able to get help via a video call for the first time ever, thanks to a new trial by UK Power Networks.
The ‘Our View’ project gives customers the option to talk to helpful advisors via video or send short video clips at their convenience. This is particularly helpful for the 2.2 million people registered as living in vulnerable circumstances, who may find it hard to understand how to do the necessary safety checks in their home.
When people report a power cut, advisors talk them through a checklist, and now people can also click on a link texted to their mobile phone, to connect on video. The advisor then guides the customer through the necessary safety checks to ensure they get the help that they need. They can share pictures of the process and electricity equipment involved, including trip switches and energy meters.
Early adopters have found the video calls made it quicker and easier to resolve issues, without the electricity company sending engineering crews to check the property’s mains supply. In some cases the combination of human and video intelligence quickly traced the problem to the property’s internal wiring, so the homeowner could call in an electrician.
Ian Cameron, director of customer service and innovation at UK Power Networks said: “It can be challenging and frustrating to explain a problem over the phone, especially when you find yourself alone and without power.
“With this solution, customers will have the option to explain their problem to our staff over a video call – and then we add the video to the job notes for the engineer to see too. This will save the customer from having to explain their problem repeatedly, and allows us to get an engineer out to them as soon as possible if that’s what’s needed.
“We serve many customers in vulnerable circumstances including the elderly, disabled and those who rely on support from loved ones and carers. Innovative solutions such as ‘Our View’ are vital to helping us deliver an outstanding service to all our customers. ‘Our View’ will make the process of resolving electricity issues more seamless, faster, and save our customers time and money.”
Vyntelligence co-founder & CEO, Kapil Singhal said: “We are delighted to partner with UK Power Networks on this exciting opportunity to transform customer experience. Working together, we are committed to empower customers with new & simpler ways of reporting via video saving customer wait times, saving unnecessary field visits and building a strong knowledge base that actively drives intelligence and insight.
“Leveraging Vyntelligence, industry’s first deep-learning video collaboration platform, customer services and field engineering teams are set to deliver a superior & connected experience safely, efficiently & effectively. We remain committed to supporting the Energy industry quickly adopting new ways of working to beat the current environment of scarcity of experts and resources, high inflationary costs and rising customer expectations.”
If the pilot is successful, UK Power Networks plans to roll out ‘Our View’ across London, the East and South East.
