Tata Power 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.
Commenting on this achievement, Praveer Sinha, CEO & MD, Tata Power, said, “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.”
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.
NLP & AIML
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.
SAP ACE Awards
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.
This year, SAP ACE Awards 2020 received over 150 projects competing across 15 major categories, with a distinct focus on line of businesses, industry excellence and digital adoption. Majority of winners this year were from power and utilities industry followed by mining & steel, manufacturing, along with others, the Tata Power release said.
