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Hydro One Boosts Customer Sentiment with AI and Conversational Analytics

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Using artificial intelligence and conversational analytics, Hydro One has made dramatic improvements that allow the utility to analyze 100% of customer calls. Today, Hydro One has a better understanding of what types of interactions result in positive or negative customer feedback. This insight allows the utility to take action to address customer satisfaction across multiple channels.

The program identified more than 200 improvement opportunities across the enterprise. Following the implementation, the utility saw a drastic reduction in negative sentiment from customers.

This endeavor was recognized with a Gold Award for Customer Service in Chartwell's 2024 Best Practices Awards.

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Chartwell Best Practices Awards customer feedback Customer Insights customer satisfaction Customer Service increased operational efficiency

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