NINA is here to help you!

When you call Columbia Gas of Maryland, you will experience our virtual phone assistant, NINA. Just ask NINA a question and she will find solutions for you! You can complete several transactions without ever waiting to speak to a live Customer Care Agent.

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Meet NINA - Your Virtual Home Assistant - Columbia Gas of Maryland

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In January 2025, NIPSCO will introduce you to the newest member of our customer service team. Her name is NINA, your Natural Interactive Network Assistant.

Nina is a virtual phone assistant that will guide your phone experience with us. She offers many benefits, including faster response time, more efficient routing of your call, a new range of self-service options and shorter wait times.

NINA has been trained to help you complete transactions like Reporting an Emergency, Making a Payment, or Getting your Account Details. She can help you enroll in Payment Plans, explore warranty service options, and update your Contact Information. We have a customer on the line right now! Let’s show you how NINA works!

Hi, I’m NINA your virtual assistant. How may I help you today?

Hi, I would like to make a payment on my account.

Ok, Lets proceed with identifying your account. First, I will need the phone number on the account.

Zero, One, Two, Three, Four, Five, Six, Seven, Eight, Nine.

I found an account. For security purposes please say or enter the last four digits of the account holder’s social security number.

Uh… One, Two, Three, Four.

Thanks! You have a balance due of $65.30. May I submit $65.30?

Yep, that sounds good.

Thanks! Your payment confirmation number is 756478994.

She did great! We are excited to have her on our team. Give us a call and talk with NINA today or visit NIPSCO.com/NINA to learn more about her.

How will NINA help you?

Faster response times

More efficient call routing

New self-service options

24/7 availability

What can NINA do?

We are training her on other processes each day. Right now, she can help you:

Make a payment

Enroll in payment plans

Report a payment

Simultaneous talk and text

Explore protection plans

Get account details

Before you call
Be prepared with the following:

Phone on the account OR the account number
Account holder last 4 of social (or last 4 of tax ID, if non-residential)
Street address number

Frequently Asked Questions

What is IVR?

IVR stands for Interactive Voice Response. It is our virtual phone system you can interact with when calling our Customer Care Center. The system helps you get the information you need to resolve your reason for calling without needing to speak with a Customer Service Representative.

What is a conversational or Natural Language Processing IVR?

Our new IVR system has natural language processing capabilities. This means the system can listen and respond to you in English, like Siri or Alexa. The system will understand your questions with a high level of accuracy and should be able to fulfill your requests without having to speak to a Customer Service Representative.

What is Visual IVR?

Visual IVR offers you support over the phone and by text to complete a transaction online.

For example, if you are trying to make a payment arrangement, our IVR will ask if you would like to pay online. If you respond, “yes” then we will text you a link and the IVR system will remain on the call with you and can help transfer you to a Customer Service Representative if you have additional issues.

How much will customers be able to do in Spanish in the new IVR?

Spanish speaking customers will have similar options as they do today. Once the IVR recognizes the customer is Spanish speaking, there is a secondary menu with Spanish options that routes them to the correct queue.

Can I make a payment through the IVR?

Yes, you can pay your full payment due through the IVR.

Can I make a partial payment?

Yes, you can pay your full payment due through the IVR. You can also make a partial payment or provide the exact amount you wish to pay through the IVR using our third-party payment processor, Paymentus.

Is there voice acceptance for those who are deaf or have speech impediments?

Our new IVR system will still be compatible with TTY, a third-party service for customers with speech or hearing disabilities.

Is there a wait time to speak with a Customer Service Representative?

There is a possibility that you will need to wait for a live agent if they are all busy talking to other customers who were in line before you. Once placed in the queue, you will receive an estimated wait time. Explore our self-service options here. There are many things you can do without the help of a representative.

How can I authenticate my account?

To make receive information and/or to make changes to your account, you must be able to prove you are authorized to do so. You must provide the following information:

Phone on the account OR the account number
Account holder last 4 of social (or last 4 of tax ID, if it is a non-residential account)
Street address number