Toni to the rescue

A virtual assistant is helping Trustpower customers navigate their services in the digital world.

Toni, Trustpower’s chatbot, is a trustworthy advisor who can quickly and efficiently assist with common queries regarding balances, payments and products. She operates across Trustpower’s website and app and can forward customers to human help if required.

Savonne Wadsworth, Trustpower’s Digital CX Manager, says Toni’s knowledge is growing by the day.

“Toni learns with each interaction, picking up sentiment and natural language. She has the ability to sense frustration and act accordingly. Toni’s purpose is to be proactive and helpful to customers.”

“We appreciate there is a fine line with this type of technology, which is why we are constantly reviewing customer feedback to ensure her conversations are delivering enhanced value to our customers,” says Savonne.

“Toni’s new in-app experience allows customers the ability to interact with Toni, as well as navigate seamlessly through our app. This equips Toni with the capability to educate customers on how to self-serve where possible.

“We are now developing Toni’s ability to personalise our customers’ experience a step further. We want her to proactively suggest improvements, such as serving up payment or plan options that could better suit their lifestyle, offer advice on how to reduce power consumption over winter or perform upcoming actions such as updating an expiring credit card,” says Savonne.

“We see a strong role for her in our future and customers will be seeing Toni a lot more across our digital channels. She is designed to perform transactional tasks, offer advice, and point customers in the right direction for more complex enquiries.”

Data security is a top priority as Trustpower looks at spreading Toni’s presence across all its channels. Savonne says the feedback from customers has been very positive, especially as Trustpower experienced a surge in enquiries at the start of the COVID-19 Level 4 lockdown. Toni was quickly directed to handle the most common questions.

“Toni is really helping our customers stay in touch and in control of their account,” says Savonne. “Her ability to instantly adapt has been invaluable as we deal with our customers’ changing needs through the crisis.”

Toni learns with each interaction, picking up sentiment and natural language. She has the ability to sense frustration and act accordingly.