To date, the chatbots were launched at DTEK Kyiv Grids, DTEK Dnipro Grids, and DTEK Donetsk Grids. Until the end of February, the chatbot will also be available in Kyiv and Odesa Regions.
“DTEK understands the needs of modern customers. We are building a new customer service: convenience and simplicity, the ability to get most of the services online. Thanks to the chatbot, each of our customer can get 24/7 support using a smartphone or any other gadget. DTEK strives to become the benchmark of customer-oriented business in Ukraine. Ukrainians deserve the European level of service,” says Ruslan Volynets, Director for Customer Interaction at DTEK Grids.
DTEK Grids provides electricity to 5.4 million households, which covers more than 12 million residents. Starting February 2021, the chatbot will be available in Viber and Telegram messengers, and every customer of the company can enjoy its benefits. In the next stages of implementation, the chatbot will be available on Facebook.
In order to start using the chatbot, you need to:
- Search for your DSO, i.e. "DTEK Kyiv Grids", "DTEK Dnipro Grids" or "DTEK Donetsk Grids", in Telegram or Viber;
- Follow the menu prompts to get or submit the required information.
Now, using the chatbot, customers can:
- Submit meter readings;
- Report accidents;
- Apply for the metering devices maintenance;
- Find out the opening hours of the Customer Service Centers;
- Get information about the planned works;
- Learn about emergency situations;
- Get answers to the most common questions.
The chatbot users are identified using their customer account number. If the customer does not know his/her account number, it can be restored through the company's website or by contacting the call center.
DTEK Grids plans to develop a new service and supplement it with new functions.
