Story of BSES Delhi – Chatbots to friendly helpline

Remember the once upon a time scenario when you called your electricity supplier and heard a slow ring going through? Someone on the other end would eventually pick up and give you a long hello. Those days are now gone, at least for the BSES Yamuna customers in Delhi. One can now easily reach the customer care center by one phone call and get a hearing on their electricity-related problems.

I had a bill related query a few days ago so I thought let me give the BSES Customer Care Number a try. Not having used it anytime in the last year, I was unsure if it would actually work.


The earlier experiences being dull, my hopes were low but I was surprised. Not only did the call go through, but the suave machine service program gave me a waiting time period too. Within minutes I was speaking to the customer care executive and getting my query solved. The electricity supplier BSES Yamuna’s services have come a long way from the slow-paced consumer redressal procedure to the fast-paced customer care services.

The experience gets better as they are not only active on e-mail but have made clearing monthly bills easy through online payment options. The hassle of queues is gone for good as far as BSES Yamuna is concerned!

BSES is probably the first one to introduce an AI powered bot — “Watt”! Watt can answer all your queries, direct you to specific forms, sections of the website all in a jiffy.


Do you have a positive story to share with us? It could be about any sector or a specific experience. A good experience is always worth noting. Let us know in the comments section below.

And if you hate being hung up by customer helplines, try #SpeakUp. The fastest way to register your complaints.

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