AI-Powered WhatsApp Billing: Utility Tackles Delivery Crisis

Israel Electric Corporation faces a troubling challenge: approximately 2.8 million pieces of mail return to the company undelivered each year. Behind this figure lies a significant problem affecting customers who never receive their bills and notices, only discovering accumulated debts at a late stage, sometimes just before legal proceedings begin.

The utility has now launched an innovative technological solution to address the issue. The "Returned Mail" project uses artificial intelligence to contact customers directly through WhatsApp, enabling real-time updates of their contact information.

When customers relocate or their address information becomes outdated in the company's systems, they often have no idea that bills and notices have been sent but never arrived. Meanwhile, debt continues accumulating in the background. Only when amounts reach significant levels, or legal action looms, does the full severity of the situation become apparent.

The scale speaks for itself: nearly three million returned mail items annually create a substantial burden for both the company and its customers. These communication failures can lead to electricity disconnections, heavy debts, and financial distress for entire families.

The solution combines advanced information systems with artificial intelligence. When mail is returned to Israel Electric Corporation, an automated process activates "Meira", the company's AI digital representative, which sends the customer a WhatsApp message. Customers undergo secure identification and can update their address or opt to receive bills through digital channels.

The new system links Israel Electric Corporation's information systems with Israel Post and the digital representative, creating a closed communication loop that ensures customers don't remain disconnected. This approach renews contact with customers and prevents situations where additional bills and notices fail to reach them.

The pilot program conducted by Israel Electric Corporation demonstrates significant success. Approximately 36% of customers contacted by "Meira" via WhatsApp responded to the initial outreach, an exceptionally high response rate compared to traditional communication channels. Of those respondents, 75.4% successfully completed the secure identification process.

The most significant finding: roughly 47% of all respondents provided updated information that enabled the company to correct and improve data in its systems. This means nearly half of customers exposed to the new system updated their details, which will improve future communication and prevent recurring problems.

Beyond improved customer service, the project carries substantial economic and environmental implications. Handling returned mail currently costs between 5 and 10 million shekels annually (approximately $1.4 to $2.8 million). The automated process is expected to generate direct savings of approximately 1.4 million shekels ($385,000) per year.

The new system will significantly reduce paper usage and streamline work processes. The shift to digital channels represents another step in Israel Electric Corporation's broader trend toward reducing its environmental footprint while improving customer service.

The company emphasizes that the new system will enable customers to maintain continuous contact, prevent unpleasant surprises in the form of accumulated debts, and receive faster, more efficient service.

The project is expected to gradually expand to all company customers over the coming year.