Robin Hood Energy, the Nottingham City Council-backed not-for-profit energy company, has teamed up with an intelligent solutions provider to help automate its payment processes – a move which will allow it to identify potential markers of vulnerability in customers before they default on payments.
The Robot Exchange delivers intelligent solutions through Robotic Process Automation, allowing a quick return on investment with limited requirement for capital investment, IT development resources or long integration projects.
The company has already helped Robin Hood Energy to automate its voids process, identifying opportunities and remedying inefficiencies. The automation of direct debit processes has also allowed the redeployment of Robin Hood Energy’s team to continue to support their customer queries.
Gail Scholes, CEO of Robin Hood Energy, said: “We are proud to be shaking up the energy market. However, to do this properly requires a different approach and The Robot Exchange is perfectly placed to use their technical expertise to drive extra customer benefits through the application of Artificial Intelligence.
“AI offers incredibly powerful and innovative solutions but our key focus right from the start of this project has been on our customers. Andy and the team at The Robot Exchange have totally embraced this.
“Now we are working together on how AI can identify and predict the behaviour of customers who may be struggling, identifying markers of potential vulnerability before they begin defaulting on payments. The application of AI will allow us to proactively prevent extra distress as early in the process as possible. We can then offer the right type of support from our team who, thanks to AI, have been freed up to work on these more complex scenarios. This is a clear example of how technology is allowing us to ensure we are looking after our customers as best we can.”
Andy Wallace, CEO of The Robot Exchange, added: “AI sometimes has a bit of an unfair reputation of being a gimmick that will help organisations sell more to customers. However, Robin Hood Energy has been clear since the start of this project that any innovation should focus on how AI can benefit their customers above all else and that is what we have delivered, freeing up human resources to work on key areas that need bespoke or more nuanced approaches.’’