Driving Affordability and Efficiency in Billing Operations Through Automation and Data Intelligence
Billing isn’t just a back-office function – it’s a vital customer touchpoint and a lever for ensuring affordability. Delays or inaccuracies can erode trust, increase costs, and strain customer relationships. By embracing automation, predictive data, and proactive engagement, we’ve shifted from reactive resolution to insights-driven engagement and operational improvements. From automating exception handling to delivering real-time, personalized customer updates, we’re reducing costs while enhancing transparency and satisfaction. These advancements, powered by GenAI-integrated technologies in robotics and predictive modeling, ensure a seamless, affordable, and customer-centric billing journey, driving impactful results for both our utility and the communities that utilities serve.
Speaker: Alfred Ochoa, Principal Manager Customer Service Data Analytics and Automation, Southern California Edison
