NiSource companies launch chatbots and live chat to provide an improved customer experience

Rhea-AI Summary

NiSource (NYSE: NI) has launched chatbots and live chat technologies on its Columbia Gas and NIPSCO platforms, enhancing customer service accessibility. This initiative aims to address customer demand for immediate answers to key queries like payment plan enrollment and outage reporting. Customers can engage via live representatives for complex issues. Additionally, NiSource has introduced mobile apps and an improved IVR system for easier account management. This digital transformation reflects NiSource's commitment to improving customer convenience and experience.

Positive

• Launch of chatbots and live chat enhances customer service accessibility.
• Improved customer experience through mobile apps for service management.
• New IVR system simplifies account management and payment options.

Negative

• None.

Columbia Gas and NIPSCO customers can now get immediate answers to core questions, including how to enroll in payment plans, view usage and find a payment location

MERRILLVILLE, Ind., June 29, 2022 /PRNewswire/ -- NiSource Inc. (NYSE: NI), one of the largest fully-regulated utility companies in the United States, is announcing the launch of chatbots and live chat technologies by its operating companies. The chatbots and live chat are available on the Columbia Gas and NIPSCO websites and on their mobile apps.

Customers have told us they want more convenient ways to get answers to their questions without having to call our call centers. Chatbot and live chat allow customers to get immediate answers to key questions, including enrolling in payment plans, viewing their usage, reporting an electric outage (NIPSCO only), finding payment locations, understanding bill charges and learning about different financial support options. The chatbot also can provide answers to frequently asked questions, such as information about COVID protocols, work taking place in your area, and optional services. While chatbots function through artificial intelligence, live chat connects customers with a live customer service representative through the Customer Care Center. These representatives can answer more complicated questions that require additional research.  

"At NiSource, we are dedicated to providing an enhanced and effortless experience for our customers," said Jennifer Montague, senior vice president and chief customer officer at NiSource. "Customers have continually asked for more options to handle their needs. The chatbots and live chat give them the ability to engage with us in the channel of their choice at their convenience."

In response to customer request, NiSource's operating companies also recently launched Columbia Gas and NIPSCO mobile apps, enabled stop, start and move service on the customer websites and the mobile apps, and elevated promotions of paperless billing, encouraging customers to view their bills online anywhere, anytime at their convenience.

"Customer digitization is helping our customers get the information they need and make changes to their service at their convenience, Montague added. "As customers continue to request more digital options to do business, we will continue to look for additional enhancements to existing technologies."

In 2022, NiSource also implemented a new conversational interactive voice response (IVR) that improves the customer experience by allowing customers to more easily find answers to their pressing questions. The new IVR now enables customers to use the automated system to enroll in AutoPay, find payment locations, and utilize enhanced budget billing options, in addition to managing their account details.

About NiSource
NiSource Inc. (NYSE: NI) is one of the largest fully-regulated utility companies in the United States, serving approximately 3.2 million natural gas customers and 500,000 electric customers across six states through its local Columbia Gas and NIPSCO brands. Based in Merrillville, Indiana, NiSource's approximately 7,500 employees are focused on safely delivering reliable and affordable energy to our customers and communities we serve. NiSource is a member of the Dow Jones Sustainability - North America Index. Additional information about NiSource, its investments in modern infrastructure and systems, its commitments and its local brands can be found at www.nisource.com. Follow us at www.facebook.com/nisource, www.linkedin.com/company/nisource or www.twitter.com/nisourceinc. The content of these websites is not incorporated by reference into this document or any other report or document NiSource files with the SEC. NI-F

 

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SOURCE NiSource Inc.

FAQ

What new customer service technologies has NiSource introduced?

NiSource has launched chatbots and live chat on its Columbia Gas and NIPSCO platforms.

How do NiSource's new chat features improve customer experience?

They provide immediate answers to key questions, allowing customers to manage accounts conveniently.

What capabilities does the new interactive voice response (IVR) system offer?

The IVR system allows customers to enroll in AutoPay and find payment locations easily.

When was the new technology launched by NiSource?

The new chat technologies were announced on June 29, 2022.