State-owned power utility Eskom has embarked on a digital journey to increase its availability and accessibility to its customers.
The enhanced MyEskom Customer app and the introduction of Alfred the chatbot are the first of many digital solutions to be launched to enhance Eskom’s customer self-help channels, the embattled electricity provider said on July 23.
The improved customer app is a digital tool created to improve customer service and experience when interacting with the entity.
The MyEskom customer app has been improved to enable Eskom customers to report a fault, check their balance and submit their own meter readings.
Added to the digital fold is the newly launched chatbot – Alfred, which Eskom said, “is the fastest and easiest way to report a no-electricity-supply fault to Eskom”.
Users will be provided with a reference number and feedback on the reported fault. Alfred is “always on duty, ready to report a fault and give instant feedback”.
The app and the chatbot are part of an ongoing process that Eskom is following to add fast, online and interactive tools to improve its service to customers.
Eskom further encouraged customers to use self-help channels, as they are user-friendly and cheaper, with an improved response time.