Utilities


Increase customer satisfaction and contact center efficiency with unprecedented customer care. Now that’s powerful.

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Empower your customers with more self-service options.

Your customers expect their utility companies to provide excellent customer care — with minimal interruptions. As customer experience continues to be a key differentiator for utility companies, your organization needs a cost-effective and reliable way to expand self-service options. With Interactions Intelligent Virtual Assistants, you can provide 24/7 service for reporting outages, starting and stopping service, and more — across any channel.

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Utilities that move when you do.

Start, Stop and Transfer Service

When your customers need to make changes to their service — like when they’re moving, or enrolling in a new service — they want to do so easily and effectively. That’s why Interactions IVA enables you to collect relevant information, validate move details, schedule new service appointments, and more — all without the need for a live agent.

Outages

Interactions Intelligent Virtual Assistants can help you expand self-service to easily collect outage information, provide proactive updates on outage conditions, and notify consumers once service has been restored.

Service Appointments

Interactions self-service solutions make scheduling and updating appointments fast and easy — saving you the cost of sending a service truck when no one’s home. Allow your customers to easily set, confirm and reschedule appointments without the need for a live agent.

Proactive Communications

Whether planned or unplanned, outages and maintenance can frustrate both you and your customers. Use Interactions IVA to deliver proactive communications that provide detailed outage information, notify customers of updates, and survey customers once issues have been resolved.

Billing and Collections

Interactions billing and collections solutions make it easier for customers to set up automatic payments and paperless billing, provide balance information, process payment information, remind customers about near due payments, and more.

35% of utility customers believe they wait on hold for too long.

37% of utility customers would change utility providers because of poor customer service.

Nearly 20% of utility customers are frustrated by the inability to get help ‘after-hours’.

TXU Energy Improves Self-Service by 18%

TXU Energy worked with Interactions to create Ivy, an IVA that improves self-service by 20% while reducing operating and IT costs.

Read the Case Study

“Our senior leadership team was blown away when they heard the customer engagement within the system. The entire room of nearly 100 managers broke into spontaneous applause.”

– Jeff Ellis, Director of Customer Experience Services, TXU

Case Study

SRP Increases Self-Service by Nearly Double

As one of the largest public power utilities in the United States, Salt River Project (SRP) needed a customer-centric, flexible customer care solution that would help them reduce costs.

Webinar

4 Things Utility Companies Need to Know About Self-Service

Your customers are busy — so when they contact your utility company they want to get things done quickly and easily. But your frustrating IVR technology may be slowing your customers down.

Webinar

How TXU Energy Powered Up its Voice Automation

An overwhelming majority of enterprises now tout customer experience as a primary focus area of improvement, yet how many can claim that their customer experience initiatives are true competitive differentiators?

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