Customers
AImee
The project aims to develop a digital customer experience that uses cutting edge technology such as AI and machine learning to offer tailored advice and support at scale to vulnerable consumers at risk of being left behind in the energy transition. It will be designed with input from service delivery partners through workshops and interviews. The project includes designing, building & testing the tool, and a service trial with consumers to gather feedback and assess the tool's success.
Key deliverables
- Develop and trial digital tool for vulnerable consumers
- Gather feedback from customers and delivery partners
- Publish summary report of project outcomes and learnings
Target outcomes
- Enhance support for vulnerable consumers
- Increase efficiency for service delivery partners
- Enable consumer self-service via digital channels
Measures of success
- Service delivery partner acceptance
- Positive customer feedback
- Number of consumers supported
- Efficiency improvements for partners
Stakeholder Engagement
Working with 3 service delivery partners that are funded by the Consumer vulnerability team to provide support to vulnerable consumers. These stakeholders are sharing insight into the support they provide and what support consumers need.
Timeline
Status
On TrackMilestones
- Phase 1: Tool scoped and build partner identified (Jun 25)
- Phase 2: Tool built & trialled (Sep 26)