–          To bring several features to customers’ fingertips

THE long-awaited WhatsApp Chatbot by the Guyana Water Inc. (GWI) was introduced on Friday, aiming to become an essential tool for customers nationwide to obtain crucial information.

The chatbot was unveiled at the GWI’s Corporate Complex on Vlissengen Road, with the aim of enhancing customer accessibility and information retrieval.

In the course of the launch, it was observed that multiple teams within the organisation collaborated to create a chatbot that is both user-friendly and efficient, aiming to deliver prompt and accurate responses to customer inquiries.

Director of Commercial Services and Customer Relations, Andrea Khan told the gathering, “As we embark on this exciting journey in enhancing our customer service experience with the launch of Guyana Water Incorporated’s WhatsApp chatbot, this innovative tool is a testament to our commitment to providing efficient, equitable and customer-centric services.”

According to her, this tool is specifically designed to serve as a reliable assistant, providing customers with a wide range of features accessible at all times, emphasising the importance of convenience and easy access in today’s fast-paced society.

Khan provided additional information regarding the chatbot, stating that it can be accessed either by dialing 622-5133 or by scanning the QR code available on GWI’s promotional items and offices nationwide.

Following that, she provided an explanation stating that first-time users must complete a brief registration process in order to access the chatbot’s features.

“Now the features include you can check your account balances, you can have instant access to real-time information about your account balances, you can view your last payment, you can access details of your last payment, keeping you informed about your financial transactions at GWI,” Khan disclosed.

Further to this, she indicated that reports and concerns can also be sent directly to the chatbot, streamlining the process for a unique resolution. With this, a specific reference number will be given and customers can later query the report of the bot and check the status or progress of these reports.

Moreover, customers have the opportunity to submit meter readings, thereby allowing the company to bill accounts accurately based on the specific usage. Furthermore, it includes a live chat function that allows individuals to interact with a live agent for customised support.

The development of this chatbot involved a collaboration among the Customer Service team, GWI’s ICT team, and partners from Cassini Technologies (Castech).