Artificial Intelligence (AI) is no longer a concept of the future – it is a powerful tool reshaping industry today.
Santee Cooper tapped Wayne Madhlangobe, a Certified Analytics Professional (CAP) who holds a Ph.D. in Information Systems focused on big data analytics, to lead a five-member team of data scientists. The team is responsible for driving innovations and supporting strategic decision making through data analytics and artificial intelligence.
The team makes use of cutting-edge technologies to extract actionable insights from vast amounts of data to enhance operational performance and promote a culture of data-driven decision making across the organization.
“We are dedicated to harnessing the power of AI and machine learning to optimize processes, anticipate trends and address emerging challenges, all in the support of our mission to improve the quality of life for all South Carolinians,” said Madhlangobe. “Our objectives include establishing a robust data governance framework to ensure data accuracy, consistency, and supporting data security, while adhering to regulatory requirements and industry best practices.”
In the spring of 2024, Santee Cooper introduced its first customer-facing AI, Cooper, to help customers and employees find useful information on our website without having to search through all of its pages. Cooper is available 24/7 and can provide quick responses to a wide range of questions. The chatbot also offers English and Spanish translation support between our customers and customer service representatives (CSRs).
Additionally, the data analytics team was able to introduce comprehensive data solutions to our Customer Service team that included the initial deployment of machine-learning models to detect electric vehicles (EVs) on our distribution network. The tools played a pivotal role in enhancing our capabilities. AI also contributed significantly to the 2024 rate study in the development of a new rates calculator for customers and CSRs.
These AI-driven initiatives are just the beginning of a transformative journey for Santee Cooper. From streamlining operations to enhancing customer experiences, the advancements we've seen in 2024 are only the foundation of what’s to come.
Madhlangobe and his innovative team are dedicated to continuously improving their analytics capabilities. Their efforts enhance the customer and employee experiences, and allow Santee Cooper to meet the challenges of the modern energy landscape while delivering enhanced value to customers.