The Chatbots Are Coming: A Guide to Chatbots, AI and Conversational Interfaces
What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with...
Transcript of What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with...
![Page 1: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/1.jpg)
What Drives Customer SatisfactionPresentation for Customer Vision Stakeholder Working Group I May 25, 2018
![Page 2: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/2.jpg)
Meet the team
Bobbi Schroeppel
VP-Customer Care, Comm & HR
![Page 3: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/3.jpg)
What do top-performing companies look like?
Source: JD Powers
![Page 4: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/4.jpg)
Our Customer Intent Statement
![Page 5: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/5.jpg)
Our Customer Life Cycle
![Page 6: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/6.jpg)
![Page 7: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/7.jpg)
• Two virtualized Contact Centers (overflow each other)− Butte MT and Huron SD− Staffed 7am – 6pm M-F and 8am – 5pm Saturday− 24/7 Emergency response
• Office Hours 8 am – 5pm M-F• Customer Interactions Channels supported today
− Phone − Email− Web Inquiries and service requests− Walk in interactions
• InService (Outage and Workforce Management system)− Customer Requests are routed electronically to our field
resources− Certain orders auto close when work is completed in the
field− Less resources to process orders− Leveraged non billing meter reads to close service
requests
Current structure
![Page 8: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/8.jpg)
Customer-focused quality
![Page 9: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/9.jpg)
First contact resolution - phone
82.97%
69.32%
60%
65%
70%
75%
80%
85%
N_W_E 29 Combo Utilities
Source: 2018 JD Power Electric Utility Residential Study through 3rd wave – 29 (combo) electric & gas utilities in the study
![Page 10: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/10.jpg)
• 18 Walk-in Locations• Montana (7)
• Butte• Bozeman• Helena• Missoula• Billings• Great Falls• Kalispell
• South Dakota/Nebraska (11)• Provides additional channel and touch
point for customers• Branded and designed with customer in
mind
Customer service walk-in locations
![Page 11: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/11.jpg)
• Personalized Payment Assistance
• Energy Assistance/Low Income
• Weatherization• Home Energy Audits • Medical Account
Assistance
Customer assistance
![Page 12: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/12.jpg)
![Page 13: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/13.jpg)
Online outage map
• Report Street lights (GPS)• Out of power • Text and email notifications• Planned maintenance• Current weather conditions• One of our TOP web page hits
![Page 14: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/14.jpg)
Website traffic
![Page 15: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/15.jpg)
• 1,375 customer created out of power notifications since January 2018, vs. calling
− Significantly higher adoption rate compared to our IVR and Online Customer Care
• We average between 6-8 street light problems per day since providing this feature on our map using GPS location
• The news media relies on the map to provide outage info• April 2018 stats:
− 13,250 customers visited the outage map (4 min view time)− 147 Street light problems reported through the map− 293 enrollments in outage notifications− 900+ text and email outage communications sent to
customers
Our customers love it!
![Page 16: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/16.jpg)
PQR Index by number of outage information points
NorthWestern Energy1.92 outage information points recalled
Source: 2018 JD Power Electric Utility Residential Study through 3rd wave – all brands
![Page 17: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/17.jpg)
![Page 18: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/18.jpg)
• Unified Communication Project• Expanding Customer Interaction
Channels− Social Media− Chat (future chatbots)− SMS (texting)− Routed emails− IVR with authentication and predictive
analysisFuture− Chatbots with AI− Natural Language Processors
• High availability one contact center• Web co-browsing• Work volume forecasting and
workforce optimization• Foundation for omnichannel• Tentative go live Q4-2018
Future enhancements
![Page 19: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/19.jpg)
• Allows customers to choose what kind of information they want to receive
• Promotions• Special Offers• Outage Notifications• Payment Reminders• Payment Confirmations
• How frequently they want to receive the information• Which communication channel is the best to reach them
• Email• Text• Phone• Chat
• Allows the utility to utilize customer preferences to communicate relevant, personalized marketing campaigns
• Increases customer engagement & customer experience
Customer Preference Center
![Page 20: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/20.jpg)
![Page 21: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/21.jpg)
• Billing− Paper bill− Paperless− Web Access− Budget Billing − Summary bill
• Payment− Mail (42%)− Customer Service Walk-in Locations
(9%)− Western Union/SpeedPay (18%)
− Text Alerts− In-house EFT w/Pick a Due Date (16%)− Internet (14%)− Energy Assistance (1%)
Billing & payment options
![Page 22: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/22.jpg)
Customers’ payment preference
30.1%
18.7% 19.1% 19.4%
2.2%3.1% 4.6%
0.4%2.2%
21.8% 21.3% 21.1% 23.8%
2.7%3.8%
2.6%0.9% 2.0%
0%
5%
10%
15%
20%
25%
30%
35%
N_W_E All Brands
Source: 2018 JD Power Electric Utility Residential Study through 3rd wave – all brands
![Page 23: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/23.jpg)
JD Power verbatims – convenience fee
• “ACCEPT CREDIT CARD PAYMENTS WITHOUT AN ADDITIONAL CHARGE”• “not charging a fee to pay by credit or debit card”• “I would like to be able to have my bill charged to my credit card. It is the way that I
keep track of my spending.”• “You're charged a fee if you want to pay over the phone or use a debit/credit card.
That means I try to save that money by mailing a check each month. but then I still have to pay postage.”
• “You cannot pay online without being charged an additional fee. Seems ridiculous in this day and age so we have to mail a check every month.” (relates to credit/debit card fees)
• “Auto-pay to a credit card without additional charges.”
Question: What, if anything, could be improved with the billing and/or payment process?
![Page 24: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/24.jpg)
• Least Cost Resource− Acquire DSM at cost less than
other energy supply alternatives through Rebates and Custom Incentives
− All ratepayers benefit− DSM Program participants get
dual benefito Favorable effect on total
costs and bill reductions from saved energy
− Environmental benefits− Full cost recovery
Energy Efficiency- Demand Side Management (DSM)
![Page 25: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/25.jpg)
• Public Purpose Categories• Local Conservation: Audits & Appraisals• Market Transformation: Training/Publications• Renewable Generation & E+ Green• Research & Development: Safety Training• Low Income
− Bill Discount− Energy Share − Free Weatherization
• Large Customers: Self-direct Funds
Energy Efficiency- Universal Systems Benefits (USB)
![Page 26: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/26.jpg)
Energy Efficiency: electric program reporting
![Page 27: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/27.jpg)
![Page 28: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/28.jpg)
• We currently have three self-service websites: − My Energy Account− Real Estate Corner− Community Action Corner
Online Customer Care
![Page 29: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/29.jpg)
Top “My Energy Account” visits
• Account Dashboard• Pay My Bill• Billing Statement• Billing Information
− Charges/Payments• Contact Information
− Update to mailing address, email and phone number
![Page 30: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/30.jpg)
Recent enhancements…..pay online
![Page 31: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/31.jpg)
What’s coming….ONLINE Landlord Portal
![Page 32: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/32.jpg)
![Page 33: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/33.jpg)
Research before action
20% of our Customers
3% of our Customers
14% of our Customers
20% of our Customers27% of our Customers
16% of our Customers
![Page 34: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/34.jpg)
Our channel funnel
![Page 35: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/35.jpg)
• OBJECTIVE: Increase number of customers on EZ Pay through segmentation
• RESULTS: 5,890 customers signed up for EZ Pay = 4.53% response rate
Example: Paid Campaign
![Page 36: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/36.jpg)
• OBJECTIVE: Increase number of customers on e-billing and EZ Pay prioritizing efficiency
• RESULTS: • 1,881 customers enrolled
in e-billing• 2,148 customers enrolled
in EZ Pay
Example: Owned
Bill insert
EmployeesOffices
Website
![Page 37: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/37.jpg)
• OBJECTIVE: Identify unique opportunities to highlight and share our work
Example: Earned
![Page 38: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/38.jpg)
Channel recall
70%Reported to have seen at least some type of advertising from
NorthWestern Energy in the past few months
![Page 39: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/39.jpg)
And finally what impact does it have
Those who recalled seeing some type of ad, had better views of the company:• Overall satisfaction • Willingness to advocate on the company’s behalf• Confidence in the company• Reputation pillars and net reputation• Overall likeability of the brand
![Page 40: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/40.jpg)
![Page 41: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/41.jpg)
• Volunteerism• Economic Development• Charitable Contributions• Local Sponsorships
Supporting our communities
![Page 42: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/42.jpg)
• Individual and Group• Employee Volunteer Appreciation
Grants• Team Participation Grants• Paid Time Off
Volunteerism
![Page 43: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/43.jpg)
A big lift in Corporate Citizenship results when a customer is aware of utility employees volunteering in the community.
2017 JD Power Residential Electric Utility Study results
775
669
640
660
680
700
720
740
760
780
800
Yes No
NWE - Corporate Citizenship - Seen Utility Employees Volunteering
21.5%
78.5%
![Page 44: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/44.jpg)
• $150 grants on behalf of an employee who has donated at least 20 to 31 hours of personal time during a work year to a qualifying non-profit
• $250 grants on behalf of employees who have donated 32 hours or more of personal time during a work year to a qualifying non-profit
• $100 grants for each employee who participates as a team member at a company-sponsored event such as a music festival or a fundraising relay
• We pay individual employee grants annually and team grants quarterly
Employee volunteer appreciation grants
![Page 45: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/45.jpg)
• Company Endorsed Volunteer Activity
• Activity that is formally endorsed by local Charitable Contribution Committees or Executive Management
• Paid as a company-endorsed volunteer activity
• 8 paid hours per employee per year
• ½ PTO + ½ CEVA after first 8 hours
Community service policy
![Page 46: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/46.jpg)
• Community leadership− Boards− Committees− Financial Support
• Infrastructure support− Upgrade of aging facilities− Brownfield re-development− Matching new business with existing
infrastructure• Business retention, expansion & attraction• Leverage Key Account activities• Funded through shareholder dollars
Economic Development – our role?
![Page 47: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/47.jpg)
Corporate citizenship and community involvement matter to our customers
![Page 48: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/48.jpg)
• Associations & Dues - $188k• Scholarships - $75k• Charitable Contributions - $456k• Sponsorships - $485k• United Way - $186k
Corporate giving
![Page 49: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/49.jpg)
• Brand Ambassadors• Workforce Development• Expanded Internships• Economic Impact Grants• Site Certification Assistance• Expanded Volunteerism
Offerings
On the horizon
![Page 50: What Drives Customer Satisfaction - NorthWestern Energy · 2020-06-16 · −IVR with authentication and predictive analysis Future −Chatbots with AI −Natural Language Processors](https://reader036.fdocuments.us/reader036/viewer/2022070823/5f2a4315c225cf6e0c2726ac/html5/thumbnails/50.jpg)