Projects
Projects: Projects for Investigator |
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| Reference Number | NIA_UKPN0103 | |
| Title | AImee | |
| Status | Started | |
| Energy Categories | Other Cross-Cutting Technologies or Research(Demographics) 25%; Other Power and Storage Technologies(Electricity transmission and distribution) 25%; Other Cross-Cutting Technologies or Research(Environmental, social and economic impacts) 50%; |
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| Research Types | Applied Research and Development 100% | |
| Science and Technology Fields | SOCIAL SCIENCES (Sociology) 5%; PHYSICAL SCIENCES AND MATHEMATICS (Computer Science and Informatics) 50%; ENGINEERING AND TECHNOLOGY (Electrical and Electronic Engineering) 45%; |
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| UKERC Cross Cutting Characterisation | Sociological economical and environmental impact of energy (Consumer attitudes and behaviour) 100% | |
| Principal Investigator |
Project Contact UK Power Networks |
|
| Award Type | Network Innovation Allowance | |
| Funding Source | Ofgem | |
| Start Date | 01 November 2024 | |
| End Date | 30 November 2026 | |
| Duration | ENA months | |
| Total Grant Value | £1,389,091 | |
| Industrial Sectors | Power | |
| Region | London | |
| Programme | Network Innovation Allowance | |
| Investigators | Principal Investigator | Project Contact , UK Power Networks |
| Other Investigator | Project Contact , South Eastern Power Networks plc Project Contact , Eastern Power Networks plc |
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| Industrial Collaborator | Project Contact , UK Power Networks |
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| Web Site | https://smarter.energynetworks.org/projects/NIA_UKPN0103 |
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| Objectives | Overview of SolutionTo solve the problems, we intend to build a tailored digital vulnerable customer experience, which will use Artificial Intelligence (AI) and Machine Learning (ML)to triage customer issues and provide in-depth support. This solution could be used by customers in a self-serve capacity or by advisors working for DNOs to enhance their support.The tool will be used across delivery partners to increase the reach of support for vulnerable customers. Whilst the final set of capabilities and features of the tool are subject to scoping and design, the key features proposed are:??Interface to provide advice and information to customers, replicating the service currently provided by human agents. This could include:Energy efficiency advice.Grant eligibility and application support.Net zero transition adviceInformation about the Priority Services RegisterAI generated educational videos in multiple languages, based on user demographic, supported with British Sign Language/narration.?Provide a multi-language capable mobile application (e.g., English, Arabic, Polish) able to provide support to customers in their native tongue.?For the visually impaired, incorporate voice-activated commands and responses, so users can navigate the tool without seeing the screen.Optional final interaction with human operator for customer preference or to aid in trouble shooting that the AI interface is unable to resolve.ApproachDesign the scoping of the tool will be conducted by Mesh-AI, a specialist data and AI consultancy, in collaboration with input from some of UK Power Networks trusted service delivery partners.Procurement there will be a tender for the build of the toolBuild the digital solution will be built and tested.Trial the tool will be trialled with customersMeasurement & Data Quality Statement:The scope of this project is to provide a new service to vulnerable consumers. The project will deliver clear benefits to vulnerable customers who can benefit from the tool directly or through the enhanced service provided by delivery partners. Service delivery partners that utilise the tool will also benefit, through enabling them to more effectively provide support to consumers as well as supporting their ability to grow the scale of support they offer.Data gathered during the trial will be kept securely and deleted within a suitable timeframe in accordance with data protection requirements. In compliance with GDPR requirements anonymised and aggregated data only, will be included in project reports for wider distribution.? 1 Design1.1 Tool DesignMesh-AI will identify the solution requirements, and propose the design of the new solution:Discover current state and define future direction and needsSolution explorationRecommendations and business caseThe service delivery partners will be consulted through a series of workshops and interviews led by Mesh-AI. The delivery partners will share insights and expertise from their role of customer support sharing information such as common queries from customers, value that customers derive from the service, and what solutions could most effectively support call agents supporting customers.1.2 Service DesignUK Power Networks will also lead the design of the end-to-end processes of the new service that the tool will deliver for the Consumer Vulnerability team, supported by the delivery partners and Mesh-AI. The purpose will be to carry out process mapping and customer journey mapping. The output will be tested with key stakeholders for acceptance at this stage.1.3 Trial DesignOutline plan for the live trial of the tool through stakeholder engagement. The proposal will include processes, timelines, measurement metrics and success criteria.2 ProcurementThe developed tool design will be used to inform an invitation to tender that will identify a supplier to build the tool, which will ensure that UK Power Networks receives a market-tested proposal for the tool build.The preparation and delivery of the tender will be carried out with input from key stakeholders from the Consumer Vulnerability and Data and Analytics teams.3 Tool Build & TestThe exact scope of this phase will depend on the outputs of earlier Design and Procurement activities. There will be an estimated five month build period plus iterative testing with key stakeholdersprior to acceptance.4 Service TrialOnce the tool has been built and accepted by UK Power Networks and the delivery partners and the service developed, there will be a trial period where the service will be launched prior to handover to BAU.The trial will:Gather customer and delivery partner feedback on tool operationCapture the benefits of the tool to delivery partnersData from the trial will be collated from multiple sources across project partners and analysed by the tool developer, to identify the success of the trial against pre-agreed metrics and criteria and assess whether the solution operated as intended. Primary objectives to be achieved by the project:Build a tool that can be used to support vulnerable consumers, validated with delivery partners and key internal stakeholders.Demonstrate the potential to increase the volume of vulnerable customers supported via LNB services.Allow customers to self-serve by using the tool directly, or allow representatives of delivery partners to use the tool to enhance the service they offer consumers. | |
| Abstract | UK Power Networks is working to deliver support at scale to vulnerable consumers at risk of being left behind by the energy system transition. This project will develop a new digital tool that aims to utilise cutting edge technologies such as machine learning and artificial intelligence to enable tailored support to be effectively delivered to vulnerable consumers at scale. By working closely with current service delivery partners, the aim is to build a tool that supports existing services while also providing new options for consumers that would prefer to self-serve using digital channels. | |
| Data | No related datasets |
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| Projects | No related projects |
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| Publications | No related publications |
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| Added to Database | 02/04/25 | |
