NIPSCO launches chatbot and live chat to provide an improved customer experience

NIPSCO launches chatbot and live chat to provide an improved customer experience

Enables customers to receive immediate answers to key questions, including how to enroll in payment plans, view usage and find a payment location

NIPSCO, part of NiSource Inc. (NYSE: NI), one of the largest fully-regulated utility companies in the United States, is announcing the launch of chatbots and live chat technologies. The chatbots
and live chat are now available on the website and via its mobile app.

Customers have told NIPSCO they want more convenient ways to get answers to their questions without having to call our call centers. Chatbots and live chat allow customers to get immediate answers to key questions, including enrolling in payment plans, viewing their usage, reporting an electric outage, finding payment locations, understanding bill charges and learning about different financial support options. The chatbot also can provide answers to frequently asked questions, such as information about COVID protocols, work taking place in your area, and optional services. While chatbots function through artificial intelligence, live chat connects customers with a live customer service representative through the Customer Care Center. These representatives can answer more complicated questions that require additional research.

“At NiSource, we are dedicated to providing an enhanced and effortless experience for our customers,” said Jennifer Montague, senior vice president and chief customer officer at NiSource. “Customers have continually asked for more options to handle their needs. The chatbots and live chat give them the ability to engage with us in the channel of their choice at their convenience.”

In response to customer request, NIPSCO also recently launched a mobile app, enabled stop, start and move service on its website and the mobile app, and elevated promotions of paperless billing, encouraging
customers to view their bills online anywhere, anytime at their convenience.

“Customer digitization is helping our customers get the information they need and make changes to their service at their convenience, Montague added. “As customers continue to request more digital options to do
business, we will continue to look for additional enhancements to existing technologies.”

In 2022, NIPSCO also implemented a new conversational interactive voice response (IVR) that improves the customer experience by allowing customers to more easily find answers to their pressing questions. The new
IVR now enables customers to use the automated system to enroll in AutoPay, find payment locations, and utilize enhanced budget billing options, in addition to managing their account details

About NIPSCO: Northern Indiana Public Service Company LLC (NIPSCO), with headquarters in Merrillville, Indiana, has proudly served the energy needs of northern Indiana for more than 100 years. As Indiana’s largest natural gas distribution company and the second-largest electric distribution company, NIPSCO serves approximately 820,000 natural gas and 470,000 electric customers across 32 counties. NIPSCO is part of NiSource’s (NYSE: NI) six regulated utility companies. NiSource is one of the largest fully regulated utility companies in the United States, serving approximately 3.7 million natural gas and electric customers through its local Columbia Gas and NIPSCO brands. More information about NIPSCO and NiSource is available at and