Free Press Journal



Mumbai: September 08, 2017: Reliance Energy recently launched ELEKTRA – a digital assistant BOT, powered by artificial intelligence to provide automated machine responses to customer complaints, requests and enquiries. Whenever a customer logs on to Reliance Energy website or facebook page, ELEKTRA digital assistant will appear on the screen.

Currently, the following menu-driven chat services are available on Reliance Energy website and facebook page:

  • View & pay bill via UPI and other online payment modes
  • Register “No Supply Complaint” and check restoration status
  • Information regarding online services like new connection, change of name, load change

Currently, ELEKTRA is assisting customers on billing and payments, no supply complaint registration and status, and digital services like assistance for customers in matters like new connection, change of name on bill, load change, registration for my account, LED scheme, Android App & iOS App.

A Reliance Energy Spokesperson said, “Even during peak hours, customers will get immediate responses to their queries from ELEKTRA without any waiting time, if any, over call center IVR. This ushers in convenient, quick and hassle-free resolution of consumer complaints and requests of different kinds. As machine responses take over human interactions, parallel processing of large number of consumer data becomes easy and overcomes human limitations.”

In case of commercial interactions, this BOT service is integrated with backend systems like CRM and ERP. Similarly, in case of technical and no supply complaints, ELEKTRA provide real time responses with the help of integrated SCADA and GIS systems.

ELEKTRA is serving 500 customers with 3,000 interactions per day and is very well appreciated for its prompt responses. ELEKTRA is being shortly upgraded to deliver customized conversational chat responses through Reliance Energy’s other channels, in addition to existing web and Facebook medium.

Reliance Energy spokesperson added, “In pursuit of leveraging innovation to benefit customers and digitally transform the enterprise through field force automation, Reliance Energy always embraces cutting edge technologies and renders world-class services to customers at their fingertips from the comfort of their homes and offices.”

About Reliance Energy

Reliance Energy, a power distribution arm of Reliance Infrastructure Ltd, is India’s leading discom serving over 2.96 million consumers spread across 400 sq kms in Mumbai suburbs and its surrounding areas. It serves over 80% subsidized consumers in its distribution area and 75% across Mumbai. Having the largest and the most efficient distribution network in Mumbai, Reliance Energy meets system demand of approx 1,900 MVA with 99.99% reliability, among the highest in the country. It provides world-class customer care services with the help of advanced technologies.

Reliance Energy also became the first power utility company in the world to get ISO 55001:2014 certification. The Company’s Young Energy Saver (YES) campaign with 2 lakh members has sensitized more than 6.5 lakh citizens and created a new landmark by entering into the Guinness Book of World Records.

For Media Enquiries: Mr. Vijayendra Bhaavsar, Reliance Energy, Hand Phone: 93226-98551 /,

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