Israel Electric Corp. Uses AI Chatbot to Resolve Millions of Undelivered Mail Issues

Israel Electric Corporation (IEC) is launching an artificial intelligence-powered system to address the significant problem of undelivered mail, which affects approximately 2.8 million pieces of correspondence annually. These undelivered bills and notices often lead to customers being unaware of accumulating debts, sometimes only discovering them before legal action is taken.

The new initiative, dubbed "Returned Mail," utilizes an AI digital representative named "Meira." When mail is returned, Meira automatically sends a WhatsApp message to the customer. The system then guides the customer through a secure identification process, allowing them to update their address or opt for digital billing channels. This AI system bridges IEC's information systems, Israel Post, and the digital representative to create a closed communication loop.

A pilot program demonstrated the system's effectiveness, with a 36% initial response rate via WhatsApp, significantly higher than traditional methods. Of those who responded, 75.4% completed the secure identification, and a remarkable 47% provided updated contact details, improving IEC's customer data.

Beyond improved customer service, the project offers substantial financial and environmental benefits. The current handling of returned mail costs IEC between 5 and 10 million shekels annually. The AI system is projected to save approximately 1.4 million shekels per year and reduce paper usage, aligning with IEC's broader goals of environmental sustainability and enhanced customer service.

The IEC plans to gradually roll out this system to all its customers over the coming year, aiming to ensure continuous customer communication and prevent issues arising from undelivered correspondence.