The use of artificial intelligence (AI) chatbots in the context of a South African energy utility company : internal staff support
Domain:
digital infrastructureRecord type:
This study aims to explore the use of AI applications, particularly chatbots, in the context of a South African energy utility company. The study targeted small power user customers, customer service agents, utility management, and IT specialists to enhance the user experience through energy utility chatbots and improve operational processes within the utility sector. The study employed semi-structured interviews and thematic analysis. Research data consists of twelve participants' transcripts. An interview schedule was used to collect qualitative data through personal interaction. The research also addressed ethical considerations in the use of AI technologies, ensuring timely and customer-oriented AI applications suitable for developing markets.