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Virtual Assistant - Elsie

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Virtual Assistant - Elsie

To further enhance customer experience, HK Electric has launched Virtual Assistant, Elsie who is an alternative enquiry channel to handle general enquiries, making it more convenient for customers to obtain information.

How to chat with Elsie?

1. First, please click on "Virtual Assistant" button placed on the right side of the homepage of HK Electric Customer Services to open the window for conversation.

Virtual Assistant


2. Click "Confirm" after reading the Important Notes.

Virtual Assistant

3. Enter your questions by inputting text in the "Type your message" box at the bottom, or click on the relevant categories and questions from the "Select category" under "Related FAQs" on the left. Elsie will respond to your enquiry instantly.

Virtual Assistant


(If you are using the mobile version of the page, please click "Frequently Asked Questions" at the bottom to open the "Select Category", and click on the relevant categories and questions.)

Virtual Assistant

What kinds of enquiries can Elsie answer?

Category

Sample Questions

Account-On-Line Service

How to register for the "Account-On-Line" service?
How to apply for e-bills?

Billing, Payment and Electricity Tariffs

What are the payment methods?
What factors will contribute to the units consumed and the billing amount?

Concessionary Tariffs

How to apply for Concessionary Tariff Schemes?
Who is eligible to apply for Concessionary Tariff Schemes?

Customer Centre and Service Hotlines

What are the enquiry hotlines?
What is the Customer Emergency Services Centre (24 hours)?

Customer Feedback and Engagement

How to commend the staff/ service?
How to give feedback?

Energy Efficiency and Power Quality

How to estimate the electricity charges?
How to save electricity effectively?

Smart Power Service

How to save electricity effectively?
What is the scope of Smart Power Services?

Supply Connection and Services

How to apply for transfer of account?
How to apply for the change of load?

Supply Rules, Standards and Policies

What are the Supply Rules?
What is the Guide to Connection of Supply?

Points to note


1. Elsie cannot handle account matters, service appointments or change of appointments, but feel free to ask Elsie about the relevant procedures/ information.

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Moreover, Elsie cannot answer particular enquiries on a certain account. Please do not mention any of your personal information during conversation.

Virtual Assistant


2. Elsie will suggest some relevant questions when she is not certain about your enquiry, please choose the most relevant suggested question. Alternatively, you can try to rephrase your question.

Virtual Assistant


3. If Elsie cannot answer your question, you can click on the relevant categories and questions from the "Select category" under the "Related FAQ" on the left. Elsie will respond to your enquiry instantly.

(If you are using the mobile version of the page, you can click "Frequently Asked Questions" at the bottom of the page to open the "Select Category", and click on the relevant categories and questions.)

Virtual Assistant


Click on the "Virtual Assistant" button and chat with Elsie now!

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