J.D. Power Award Winning Utility Company Applies Artificial Intelligence based solution to further focus on customer satisfaction
FRANKLIN, MA and PHOENIX, AZ – October 26, 2016 – Interactions, LLC, a leader in speech and natural language technology and the fastest growing company in customer care, today announced that Salt River Project (SRP) has implemented Interactions Intelligent Virtual Assistant solutions to expand self-service capabilities, enabling its customers to more easily interact with the company for common service needs. Interactions Intelligent Virtual Assistants use a blend of artificial and human intelligence to allow SRP’s customers to interact naturally and efficiently to get things done. The voice based applications – named Rosie for English and Ramone for Spanish – were put in place to continue to drive SRPs commitment to delivering superior customer satisfaction.
As the largest provider of electricity in greater Phoenix, SRP was seeking a solution that would continue elevating its customer experience while addressing the growing need to handle more complex customer transactions. Rosie and Ramone provide SRP with a flexible solution that can easily handle a spectrum of customer care issues, improve overall experience, and quickly scale without adding costly live agents during stressful peak times, such as outages.
“Providing superior customer service is our top priority at Salt River Project. Working with Interactions enabled us to develop a best-in-class, flexible conversational automated care solution that has had a transformative effect on the way we interact with our customers,” said Renée Castillo, Senior Director, Customer Strategy Integration, SRP. “Our customers are looking for speed, efficiency and accuracy. The Interactions solution delivers.”
Interactions Virtual Assistant solutions are used by leading providers of customer care across a broad range of industries, over 40% of which are recognized leaders in Customer Satisfaction. Salt River Project is a prime example of a company focused on providing superior customer care, as evidenced by its recent recognition by J.D. Power. For the 15th consecutive year, Salt River Project was ranked highest in customer satisfaction among large utilities in the West.
“Salt River Project is a wonderful example of the profound impact Interactions Virtual Assistant solutions are having on forward-thinking organizations committed to improving their customer service offerings beyond the status quo,” said Mike Iacobucci, CEO of Interactions. “We are incredibly proud of the work we have done and will continue to do with SRP and congratulate them on continuing to be recognized as a top leader in customer care.”
With the continued success of Rosie and Ramone, SRP is currently considering options for expansion of Interactions Virtual Assistant solutions into other customer care channels.
For more information on Salt River Project’s use of Interactions, please visit https://www.interactions.com/press-releases/salt-river-project-enhances-customer-service-interactions-intelligent-virtual-assistant-solutions/.
About Salt River Project (SRP)
Salt River Project is a community-based, not-for-profit public power utility and the largest provider of electricity in the greater Phoenix metropolitan area, serving more than 1 million customers. SRP also is the metropolitan area’s largest supplier of water, delivering about 800,000 acre-feet annually to municipal, urban and agricultural water users.