UK Power Networks is developing a new digital tool to help vulnerable consumers who are at risk of being left behind by the energy system transition. This initiative will use machine learning and artificial intelligence to provide personalised support at scale. By collaborating with service delivery partners, the goal is to enhance existing services and offer new options for consumers who prefer to use digital channels for self-service.
What is the project about?
The energy transition presents various challenges for households, influenced by their unique situations and the ongoing energy crisis. In response, UK Power Networks is dedicated to helping vulnerable consumers who may be at risk of being excluded from the transition to net-zero.
Currently, we collaborate with several service delivery partners that assist vulnerable consumers. AImee will utilise insights and expertise from these partners to create a tool that improves existing services and enables digitally savvy customers to access online advice directly.
How we’re doing it
We are approaching this project by utilising data analytics along with technologies such as machine learning and artificial intelligence. To ensure that the tool integrates seamlessly with existing services while also providing new self-service options for consumers, we are collaborating closely with AI experts and service delivery partners that support vulnerable consumers.
Our strategy involves a phased approach, beginning with the design and scoping of the tool through collaborative workshops and interviews. Next, we will build, test and trial the tool with our service delivery partners. Throughout the project, we are committed to engaging stakeholders and incorporating their feedback to ensure the tool effectively addresses the needs of vulnerable consumers.
What makes it innovative
The integration of AI and machine learning will allow for tailored assistance that addresses the unique needs of an individual. Additionally, the project focuses on collaborating with service delivery partners to enhance existing services. This approach improves the efficiency and effectiveness of support while empowering consumers to manage their own energy needs through user-friendly digital tools.
What we’re learning
During the project we expect to learn about:
The features, functions, data sets and outputs needed for a digital tool that will assist vulnerable consumers
The benefits and challenges of leveraging artificial intelligence to provide support to vulnerable consumers
How artificial intelligence could be used to enhance existing services
How to build consumer trust in the information provided by an automated online service.
Share your ideas
If you have an idea that could reshape or revolutionise the way we work, we want to hear from you.
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