Welcome to Juno

Monday 11 November 2019

Severn Trent has launched Juno, an integrated ChatBot service that’s now available for its eight million customers.

In an industry first, the company has launched a Chatbot service, and says the online virtual assistant will help customers get answers to simple queries more quickly than ever before, and not necessarily with the need to speak to anyone.

Bill Wilson, Digital Channel Lead at Severn Trent, says: “Sometimes when our customers need to get in touch with us, all they need is a simple, quick question answering – and Juno is the perfect tool to do just that.

“We’re the first water company to launch this type of service, and we know this will make a huge difference, as our customers can essentially get what they need quickly and efficiently. We know there’s times when we can get a bit busier than usual, so if our customers can use Juno and get what they need when they need it, it’s great for them. It also means that our call agents will have more time to answer the more difficult, tricky queries we get where customers absolutely have to chat to someone.”

Juno will at first be used to answer common billing enquiries, before being rolled out to support customers with queries covering all of the company’s services, such as water quality or waste issues.

Alongside Juno, Severn Trent also has webchat and a social media team that’s available 24/7, as well the video calling service where customers can FaceTime with an engineer when reporting a leak.

“We’re always looking for ways to make our customers experience with us as effortless as possible,” adds Bill. “That’s why we’re always thinking of new, innovative ways to support our customers, as we know that there’s not a one size fits all approach. Some customers like to contact us only through digital channels, some prefer to call us – so it’s important we’re able to cater for everyone.”

To use Juno, all customers need to do is click on the pink chat button on the homepage of the website – if Juno is unable to answer the query, they’ll be put straight through to one of the customer care team on webchat.

“The more our customers interact with Juno, the more knowledge it will build and become a really useful tool in helping our customers with all sorts of enquires,” continues Bill. “We’re really excited about watching it develop, and we’re confident it will being massive benefits to our customers and make their experience with us quick, and effortless.”