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      "text": "AGL has developed its digital capability to provide connectivity of essential services with smart technology, enabling its transition from an energy-only offering, to a multi-product proposition. The business has also invested in new digital systems to improve customer experience including digital payment capabilities (used by 60% of customers), messaging platforms), messaging platforms and a retail-led virtual power plant. These investments have driven a reduction in net operating costs per customer by 8% Y.O.Y, with further cost efficiencies anticipated with continued investment into automation, optimisation and digital adoption. Digitisation has also driven efficiencies in customer interaction, with call volumes and ombudsman complaints having fallen 20% and 37% respectively since 2017.",
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