Tata Power, India’s largest integrated power utility, has been conferred with the ‘Adoption of Transformative Technologies (AI, ML, IoT, Blockchain)’ Award at the recently held 14th edition of SAP ACE Awards 2020.
The award was accepted by Jayant Dabholkar, Head-D&IT (T&D & New Business Services) on behalf of the company at a virtual ceremony held for the same and recognised Tata Power’s investment in technology to enhance SAP applications with transformative technologies like Artificial intelligence, Machine Learning, Internet of things and Blockchain for best customer service.
Over the past few months, the company has been able to reduce the load on its E-Care team and also improved the response time to customer queries/complaints received through the emails through the SAP CRM ERMS (Email Response Management System) enhanced with ML (Machine Learning) and NLP (Natural Language Processing) model.
The NLP model analyses customer queries/complaints received through email on a real-time basis by identifying email context, customer sentiment as well as customer details. Based on these, it auto assigns that email to the appropriate email executive for further processing. The AIML model has proved to be very effective in resolving multiple e-mail queries/complaints of customers during the pandemic which increased 10 times compared to the normal scenario. This enabled the company to effectively handle all e-mail queries of customers with the same email executive capacity.
Commenting on this achievement, Mr. Praveer Sinha, CEO & MD, Tata Power, said,“It is an honour to be recognised by SAP ACE Awards for our initiatives that truly showcases our dedication towards technological innovations. We have always been committed to make a difference in the lives of people and the industry by empowering them in every possible way. This recognition gives us a boost towards our aim of adopting new innovations in technology to ensure smooth, secure services for our vast customer base in the coming years.”
SAP ACE awards are an industry benchmark to recognise the best-run businesses in the Indian subcontinent. It recognises and lauds excellences in IT innovation across lines of businesses, who are bringing about a digital impact in India’s economy.