The Analytics and Insight team at British Gas Services and Solutions utilised AI to transform their complaints root cause analysis, with outstanding results.
Customer experience has always been central to the British Gas Services and Solutions, particularly regarding its overall strategy and strict regulatory obligations. With this focus, the team has been proactive by investing time into root cause analysis to understand the cause of complaints. The aim was to create a more effective and efficient way to perform the process to expedite findings and solution implementation.
The Analytics and Insight team stepped up to the challenge and calculated how AI technology could be used to significantly scale root cause analysis. By embracing collaboration across the organisation and encouraging the integration of innovative tools, the results were that the complaints volume has significantly reduced, and the root cause analysis has increased 20-fold.
This success is a springboard for using AI that would not only be viable for further root cause analysis related improvements, but other large-scale data driven processes. There is a newfound energy within the team to explore further opportunities to utilise AI in day-to-day processes, delivering greater benefit and further improving customer experience.
