GenAI Main Insight Generation Bolt-On

The GenAI Main Insight Generation Bolt-On is an optional add-on feature that leverages Generative AI to provide natural language explanations of changes between two recent bills. This feature offers a more intuitive and personalized understanding of billing trends, patterns, and variations by using advanced AI to interpret and explain the data in a way that’s easy for consumers to comprehend.

This feature goes beyond simply displaying numbers and charts; it generates meaningful insights in conversational language, helping customers understand not just what changed in their bill, but why those changes occurred. The insights provided by GenAI offer a deep and contextual explanation of billing fluctuations, enabling customers to gain a clearer view of their billing data.

Key Benefit

• For Businesses: Reduces the need for customer support calls by offering AI-generated, easy-to-understand billing explanations, improving customer engagement, and overall satisfaction. It also provides a differentiator in the market by offering cutting-edge AI features.

• For Consumers: Provides a humanized, conversational explanation of billing changes, making complex billing information more accessible and easier to understand without needing to interpret technical data.

• For Customer Service Representatives (CSRs): Reduces call volumes and complexity as customers gain a better understanding of their billing through self-service, improving overall efficiency in customer service operations.

Use Case

The Problem

Billing information, especially with complex services, can often be difficult to understand. Customers struggle to grasp why their bill may have increased or decreased, leading to confusion and frustration, which often results in increased customer support calls.

The Solution

With the GenAI Main Insight Generation Bolt-On, AI-powered natural language processing analyzes billing data and generates intuitive, conversational explanations for customers. This simplifies the understanding of billing changes, offering deeper insights without the need for technical knowledge.

Benefits

• Natural Language Explanations: The use of generative AI transforms complex billing data into conversational, easy-to-understand language, making it accessible to all customers, regardless of technical understanding.

• Deeper Insights: Provides not only what has changed between bills but offers context around the changes, helping customers understand the reasons behind the fluctuations.

• Increased Customer Satisfaction: By providing clear and contextual billing explanations, the feature reduces confusion and frustration, leading to increased satisfaction and a smoother customer experience.

How it works

• The AI engine analyzes the customer’s current and previous billing data, identifying key differences such as increased usage, additional fees, or discounts.

• Using natural language processing (NLP), the AI generates a conversational explanation of the changes, tailored to the customer’s billing scenario.

• Customers view the explanation directly on the Bill Explainer microsite, offering them deeper insights into their bill in a format that’s easy to digest.

Common Issues/Troubleshooting

• Issue: "The AI explanation doesn’t match what I see on my bill."
  Solution: Verify that the billing data being analyzed by the AI is correct and consistent with the actual bill. If discrepancies are found, check the data input and ensure that it’s processed correctly before ingestion by the AI engine.

• Issue: "The explanation seems too vague or general."
  Solution: AI-generated insights improve over time with more data. Ensure that the feature is trained on a broad range of billing scenarios to enhance accuracy and specificity. Additionally, review the AI model’s training data to ensure it's properly configured.

• Issue: "The feature isn’t providing explanations for certain billing changes."
  Solution: Check that the relevant billing data has been fully processed and is available for the AI to analyze. Ensure that the AI engine has access to both the current and previous billing data.