December 5, 2017

KUBRA Looks to Bot Technologies to Improve Customer Experiences During In-House Hackathon Event

Tempe, Arizona (December, 5 2017) On November 8, customer experience management solution provider KUBRA hosted its second annual in-house hackathon event: iHack17. Seventy-five participants split into 13 cross-functional teams from KUBRA offices in Texas, Arizona, and Mississauga, Canada. Teams competed in the all-day event with the goal of creating a bot to achieve at least one of three objectives: integrate with an existing KUBRA solution, reduce the time and cost of product development, and bring new technology trends to KUBRA markets and clients.

“New technologies continue to shape utility, government and insurance industries,” said Rick Watkin, President and CEO of KUBRA. “As a leading solutions provider to these industries, KUBRA is in constant pursuit of the newest technology and aims to deliver the most innovative product offering for our clients. Artificial intelligence is transforming every industry and we are excited as we embark on this new era of software development. This year’s iHack event allowed our team to stretch their creative minds and have the collaborative space to develop new ideas in this field.”

The first place winner, Team Witches Brew from the Mississauga office, developed a bot that uses natural language processing to allow utility customers to manage pre-pay accounts and request energy efficiency and other related tips. The bot also incorporated social and gamification-related insights.

Team Krypto from the Arizona office placed second with a bot that uses natural language processing to allow users to pay their utility bill with cryptocurrency such as Bitcoin, Monero, and Litecoin. Third place Team Magic Potion from Mississauga created an intuitive support chat bot that responds to customer queries and has the ability to learn new answers over time using artificial intelligence.

Other teams used bots to help identify images received from customers or to provide one-time payments with two-factor SMS authorization. The event was judged by members of the KUBRA executive team at each location.
KUBRA will look to leverage these new concepts as it continues to improve its customer experience management solutions. Several ideas generated during the previous year’s event, iHack16, have been further developed and are in the proof of concept phase with KUBRA clients.

KUBRA provides customer experience management solutions to some of the largest utility and government entities across North America. Our portfolio includes billing and payment, mapping, mobile apps and proactive communications solutions for customers. With more than one billion customer experiences annually, KUBRA services reach over 40% of U.S. households. KUBRA is an operating subsidiary of the Hearst Corporation. Visit for more information.