Kerala State Electricity Board to try out AI-powered voice bot solution for handling complaints

The Kerala State Electricity Board (KSEB) is planning to try out an artificial intelligence (AI)-powered voice bot solution for handling complaints registered by consumers.

The KSEB management has decided to pilot a programme where the registration, categorisation and routing of complaints related to power outages and power supply infrastructure will be handled by a “generative AI-powered, context-aware voice assistant,” customised for the power utility.

The AI-powered solution will be designed to reduce response time, minimise dependence on human staff and will also support multilingual conversation, including in Malayalam, a recent KSEB order said.

Consumer experience

“The KSEB intends to enhance its consumer experience by adopting advanced Al-powered voice bot solution to streamline complaint registration, categorisation, and routing, thereby reducing waiting time, minimising dependency on human agents, and providing multilingual natural conversations (including Malayalam support), “ it said.

Based on a recommendation by the Kerala Startup Mission, the KSEB has decided to entrust the pilot project with Lares.AI for developing the customised solution. Key features of the solution include automated complaint intake and categorisation, natural conversations in Malayalam, differentiation between emergency and non-emergency cases, and verification of consumer number, contact details and other essential information related to complaints.