Project launched by Severn Trent Water and Vyntelligence shortlisted as a finalist for Customer Experience Utility Week Award
Severn Trent Water and Vyntelligence are thrilled to announce their place as finalists for the prestigious Customer Experience Utility Week Awards. The recognition highlights the groundbreaking ‘Video and AI-enabled Severn Trent Customer Inspectors‘ initiative. It has transformed the way Severn Trent Water supports their customers, integrating Vyntelligence’s innovative mobile and AI-first video technology.
Starting in October 2023, this project reimagined Severn Trent Water’s customer service by creating the role of Customer Inspectors. These inspectors were empowered to provide personalised, video-based summaries after each visit, delivered using the Vyntelligence app. With over 11,500 video summaries, Severn Trent has seen notable improvements in customer satisfaction. C-MeX scores rose from 7 to 8, C-Sat scores increased from 8.88 to 9.21, and TrustPilot ratings soared from 1.8 to 4.8!
An additional benefit has been the almost 30% of vyns that have been shared internally with other departments. By sharing …