{"id":9634,"date":"2026-03-17T16:44:44","date_gmt":"2026-03-17T15:44:44","guid":{"rendered":"https:\/\/ingo.it\/?p=9634"},"modified":"2026-03-17T16:44:48","modified_gmt":"2026-03-17T15:44:48","slug":"come-combinare-operatori-e-automazione-per-un-servizio-efficiente-e-affidabile-nel-mercato-delle-utilities","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/come-combinare-operatori-e-automazione-per-un-servizio-efficiente-e-affidabile-nel-mercato-delle-utilities\/","title":{"rendered":"How to combine operators and automation for efficient and reliable service in the Utilities market"},"content":{"rendered":"\n<p>In the <strong><a href=\"https:\/\/ingo.it\/en\/market\/utilities\/\">utilities<\/a> <\/strong>includes all those companies that provide essential services such as electricity, gas, water and, in many cases, waste management and district heating.<br\/><br\/>These are entities that operate on a large scale and manage millions of active contracts, with a continuous flow of interactions related to billing, activations and deactivations, volutations, fault reports and inquiries.<br\/><br\/>The <strong><a href=\"https:\/\/ingo.it\/en\/services\/customer-operations\/\">customer care<\/a><\/strong> in this area is a strategic garrison: it must ensure timely responses, data accuracy and consistency across multiple channels-phone, email, digital counters, chat-often dealing with traffic peaks related to deadlines, adjustments or service interruptions. Operational efficiency and customer relationship quality must therefore proceed together, integrating human expertise and advanced technological tools. <\/p>\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Daily demands<\/h2>\n\n\n\n<p>Every day <strong>utility <\/strong>customers ask questions such as, &#8220;<em>When does my contract expire?<\/em>&#8220;, &#8220;<em>How much do I have to pay this month?<\/em>&#8220;, &#8220;<em>Can I get a summary of my bills?<\/em>&#8220;, &#8220;<em>There is a breakdown. How do I report it? <\/em>&#8220;.  <br\/><br\/>These are seemingly simple requests. However, if not handled properly, they can generate<strong> frustration in customers and overload internal teams<\/strong>, increasing waiting times, error margins and operational costs.   <br\/><br\/>In an industry where service is essential and continuous, every interaction counts.  <\/p>\n<\/div>\n<\/div>\n\n<h2 class=\"wp-block-heading\">The value of an integrated approach  <\/h2>\n\n<p>At INGO, we believe that the quality of the customer experience comes from the balance between intelligent automation and human expertise. <br\/><br\/>Our model enables: <br\/>automate repetitive and low-value added requests;  <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Provide <\/strong>immediate and consistent <strong>responses <\/strong>across multiple channels;  <\/li>\n\n\n\n<li><strong>Support operators<\/strong> with intelligent tools that reduce errors and management time;  <\/li>\n\n\n\n<li><strong>Outsource<\/strong> the most complex, sensitive or critical interactions <strong>to specialists<\/strong>.  <\/li>\n<\/ul>\n\n<p>Thanks to <strong><a href=\"https:\/\/ingo.it\/en\/services\/automation\/voicebots-and-chatbots\/\">chatbot<\/a><\/strong>, <strong><a href=\"https:\/\/ingo.it\/en\/services\/automation\/voicebots-and-chatbots\/\">voicebots <\/a><\/strong>and systems to support the management of <strong><a href=\"https:\/\/ingo.it\/en\/services\/automation\/mail-assistant\/\">email<\/a><\/strong>, companies can respond quickly to frequently asked questions, freeing up valuable resources for higher-impact activities. <br\/><br\/>At the same time, specialized operators step in when articulated situations need to be analyzed, complaints handled, or technical interventions coordinated. <br\/><br\/>The result is faster, more accurate and consistent service.  <\/p>\n\n<h2 class=\"wp-block-heading\">How to manage peaks, routines, and complexity without losing quality  <\/h2>\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-fadba0fa3045b52f11f4270831f87a49\">Utilities frequently face traffic peaks: bill issuance, adjustments, rate changes, technical emergencies, or service interruptions.<br\/><br\/>A <strong>traditional model <\/strong>risks saturation. <br\/><br\/>A <strong>hybrid model<\/strong>, on the other hand, allows:  <\/p>\n\n<ul class=\"wp-block-list\">\n<li>absorb spikes through automation of standard requests;  <\/li>\n\n\n\n<li>Ensure <strong>business continuity<\/strong>;  <\/li>\n\n\n\n<li>Reduce <strong>waiting times<\/strong>;  <\/li>\n\n\n\n<li>Improve <strong>tracking <\/strong>of interactions.  <\/li>\n<\/ul>\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-8e70700f2ea94ad91f8ca2ded357fd02\">In this way, routine requests are handled efficiently, while more sensitive situations receive the necessary attention, without compromising the overall quality of service.  <br\/><br\/>Every interaction thus becomes an opportunity to strengthen customer trust and improve brand perception.  <\/p>\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-columns sfondo-azzurro is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">INGO: a knowledge company serving utilities<\/h2>\n\n\n\n<p>We are a knowledge company, transforming experience, data and processes into concrete, scalable and sustainable solutions for the utilities market. Our approach integrates:   <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>gestione operativa specializzata;<\/li>\n\n\n\n<li>automazione intelligente;<\/li>\n\n\n\n<li>ottimizzazione continua dei processi;<\/li>\n\n\n\n<li>analisi dei dati e monitoraggio delle performance.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"427\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA-1024x427.webp\" alt=\"\" class=\"wp-image-9620\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA-1024x427.webp 1024w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA-300x125.webp 300w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA-768x320.webp 768w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA-1536x641.webp 1536w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/img-01-ITA.webp 1632w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>It is not just about responding faster, but building an evolved customer care model that can combine operational efficiency, cost control, and customer relationship quality.  <\/p>\n<\/div>\n<\/div>\n<section id=\"b-utrnkd_mkf8lhuf\" class=\"brxe-section\"><div id=\"b-jludht_mkf8lhuf\" class=\"brxe-container\"><div id=\"b-xkhqwd_mkf8lhuf\" class=\"brxe-container\"><p id=\"b-ghtdbz_mkf8lhuf\" class=\"brxe-heading\">SCEGLI IL PARTNER GIUSTO PER LA TUA AZIENDA<\/p><h2 id=\"b-lqjfqn_mkf8lhuf\" class=\"brxe-heading\">Vuoi scoprire come migliorare la gestione delle richieste dei tuoi clienti, garantendo efficienza e qualit\u00e0?<\/h2><p id=\"b-mnlmfl_mkf8lhuf\" class=\"brxe-text-basic\">Nel settore utilities, la Customer Experience \u00e8 una leva strategica di competitivit\u00e0.\u00a0Combinare automazione e capitale umano significa offrire un servizio chiaro, affidabile e coerente, riducendo inefficienze e trasformando ogni contatto in valore.\u00a0<\/p><a id=\"b-gitece_mkf8lhuf\" class=\"brxe-text-link greensvg\" href=\"https:\/\/ingo.it\/contattaci\/\"><span class=\"icon\"><svg class=\"\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.342\" height=\"14.342\" viewBox=\"0 0 14.342 14.342\"><g transform=\"translate(1.5 1.5)\"><path d=\"M10.5,23.342a1.5,1.5,0,0,1-1.061-2.561L20.782,9.439A1.5,1.5,0,0,1,22.9,11.561L11.561,22.9A1.5,1.5,0,0,1,10.5,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><path d=\"M21.842,23.342a1.5,1.5,0,0,1-1.5-1.5V12H10.5a1.5,1.5,0,0,1,0-3H23.342V21.842A1.5,1.5,0,0,1,21.842,23.342Z\" transform=\"translate(-10.5 -10.5)\" fill=\"#306d97\"><\/path><\/g><\/svg><\/span><span class=\"text\"><span data-gbrx-id=\"gb-gitece\" data-gbrx-subfield=\"text\" >RICHIEDI MAGGIORI INFORMAZIONI<\/span><\/span><\/a><\/div><img loading=\"lazy\" decoding=\"async\" width=\"2242\" height=\"2560\" src=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-scaled.webp\" class=\"brxe-image css-filter size-full\" alt=\"\" id=\"b-vsxwtm_mkf8lhuf\" srcset=\"https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-scaled.webp 2242w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-263x300.webp 263w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-897x1024.webp 897w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-768x877.webp 768w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-1345x1536.webp 1345w, https:\/\/ingo.it\/wp-content\/uploads\/2026\/03\/CTA-Image-2-1793x2048.webp 1793w\" sizes=\"auto, (max-width: 2242px) 100vw, 2242px\" \/><\/div><\/section>\n<p><\/p>\n\n<p><\/p>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience in the industry in 2026 requires understanding, anticipating, and improving every step of the way using integrated data, technology, and processes. Modern healthcare systems must be able to respond quickly to patient needs, reduce wait times, personalize communications, and ensure continuity of care in a landscape where operational efficiency is as important as service quality. <\/p>\n","protected":false},"author":7,"featured_media":9625,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[15],"tags":[29,126,37],"class_list":["post-9634","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customer-experience-en","tag-demo-en","tag-intelligenza-artificiale-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to combine operators and automation for efficient and reliable service in the Utilities market - Customer experience e omnichannel solutions | Ingo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ingo.it\/en\/blog\/news\/come-combinare-operatori-e-automazione-per-un-servizio-efficiente-e-affidabile-nel-mercato-delle-utilities\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to combine operators and automation for efficient and reliable service in the Utilities market - Customer experience e omnichannel solutions | Ingo\" \/>\n<meta property=\"og:description\" content=\"Customer Experience in the industry in 2026 requires understanding, anticipating, and improving every step of the way using integrated data, technology, and processes. 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