Are Octopus customer service standards starting to slip a bit?

Chrysalis

Yes, and long before now, since they started expanding via being a SolR and now will continue to do so now they actually buying suppliers up.  Some think they have even now employed AI on their email responses.

[Deleted User]

Chrysalis said:

Yes, and long before now, since they started expanding via being a SolR and now will continue to do so now they actually buying suppliers up.  Some think they have even now employed AI on their email responses.

Octopus’ use of AI has been widely reported:

https://aiexpert.network/case-study-enhanced-customer-service-through-ai-at-octopus-energy/

MultiFuelBurner

Chrysalis said:

Yes, and long before now, since they started expanding via being a SolR and now will continue to do so now they actually buying suppliers up.  Some think they have even now employed AI on their email responses.

All should know they do for initial responses and that may well be a good clear up rate (maybe 20% is a good start with AI as a benchmark as the type of ratio we are looking for in our other business). As do the other Kraken system purchasers.

Strebor

Dear Database name and surname,

Thank you for reaching out to us. I apologise for any confusion or frustration caused by the lack of response to your previous emails.

Regarding the billing gap, it refers to the period between your last bill and the next bill. This gap occurs when there is a delay in issuing the next bill due to various reasons, such as meter reading discrepancies or system updates. During this time, your account balance may not reflect your most recent energy usage.

I understand that you would like to know how long it will take to resolve this issue and when the credit will be applied to your account.

Please let me know the specific questions or concerns you have, and I will do my best to address them promptly.

I would say this is AI........it's repeated an answer about the gap (from earlier emails) but then stated specific questions and not answered then ended with a happy clappy fake customer service line of please let me know specific questions.......

This is awful, consecending, rude and has consequences to customers (not paying back credit reasonably owed) btw I have smart meters, so they have all readings, I have confirmed last reading, so the gap seems very odd?

They do appear to be developing things (live data, etc) and had been better than NPower and BGas previous experience of not being able to bill at all!!

Octopus previously had not caused me any issue. But now I doubt their billing and their ability to hold and run credit properly.

Not being able to pay credit back, or avoiding it with delaying hold emails, along with millions of loss and no profit yet in their business, taking on millions of additional customers from a different failed energy company does to me seem to indicate trouble.

I'm yet to get my credit even when a Mike had replied very late after I'd emailed that it had been approved and would be paid within 3 working days. It hasn't arrived.

dealyboy

@Strebor said:

Dear Database name and surname,

Thank you for reaching out to us. I apologise for any confusion or frustration caused by the lack of response to your previous emails.

Regarding the billing gap, it refers to the period between your last bill and the next bill. This gap occurs when there is a delay in issuing the next bill due to various reasons, such as meter reading discrepancies or system updates. During this time, your account balance may not reflect your most recent energy usage.

I understand that you would like to know how long it will take to resolve this issue and when the credit will be applied to your account.

Please let me know the specific questions or concerns you have, and I will do my best to address them promptly.

I would say this is AI........it's repeated an answer about the gap (from earlier emails) but then stated specific questions and not answered then ended with a happy clappy fake customer service line of please let me know specific questions.......

This is awful, consecending, rude and has consequences to customers (not paying back credit reasonably owed) btw I have smart meters, so they have all readings, I have confirmed last reading, so the gap seems very odd?

They do appear to be developing things (live data, etc) and had been better than NPower and BGas previous experience of not being able to bill at all!!

Octopus previously had not caused me any issue. But now I doubt their billing and their ability to hold and run credit properly.

Not being able to pay credit back, or avoiding it with delaying hold emails, along with millions of loss and no profit yet in their business, taking on millions of additional customers from a different failed energy company does to me seem to indicate trouble.

I'm yet to get my credit even when a Mike had replied very late after I'd emailed that it had been approved and would be paid within 3 working days. It hasn't arrived.

... definitely artificial I don't know about intelligence ... 'reaching out' ? ... how about 'contacting' or 'communicating' ... it has a different vocabulary.

GingerTim

Strebor said:

Dear Database name and surname,

Thank you for reaching out to us. I apologise for any confusion or frustration caused by the lack of response to your previous emails.

Dear Octopus Energy,

UncleK

Exactly - I have tried to educate folks in this regard several times...............

stripling

GingerTim said:

Strebor said:

Dear Database name and surname,

Thank you for reaching out to us. I apologise for any confusion or frustration caused by the lack of response to your previous emails.

Dear Octopus Energy,

😂😂😂😂😂😂😂😂😂😂