Dominica Electricity Services Limited (DOMLEC) is developing a new customer information system that will use artificial intelligence and electronic field reporting to improve access to account details and speed up service.
Speaking during DOMLEC’s recent radio discussion, Commercial Manager Paul Moses said work on the replacement system had been underway for approximately a year.
The existing software, he said, had been in use since around 2001.
Moses explained that the proposed system would allow customers to obtain information such as account balances through voice-based technology, reducing the need for an employee to answer every enquiry manually.
“We’ll be using AI to a large extent,” he said.
He also outlined changes to how field officers submit meter information.
Under the existing process, an officer dealing with a missing meter reading may record information on paper and return it to the office before the account can be updated.
Moses said the new system would allow officers to use a tablet to photograph the meter and transmit information electronically.
The changes are intended to help customers receive information more quickly and allow front desk staff to access account details with fewer searches.
Meanwhile, General Manager of DOMLEC, Dwayne Cenac, identified the system as one of several upgrades being pursued to improve customer service.
He said DOMLEC was also continuing work on electricity infrastructure, including the transmission system connecting geothermal generation to the main demand centre.
No firm launch date for the customer information system was provided during the discussion.
