Award-winning application allows consumers to get things done quickly and easily
DALLAS, TX and FRANKLIN, MA – October 13, 2015 – TXU Energy, a market-leading retail electricity provider in Texas, and Interactions LLC, a leader in speech recognition and natural language understanding technology, today announced that TXU Energy has been named the Gold Customer Service Award winner in Chartwell’s prestigious Best Practices Awards. The award honors TXU Energy’s conversational virtual assistant solution that was developed by Interactions. The solution, named IVY, has rapidly expanded customer self-service, allowing TXU Energy customer service representatives to focus on the most complex customer needs.
TXU Energy powers more homes and businesses in Texas than any other retailer. Receiving more than 8.5 million calls annually, providing superior customer service is central to retaining existing customers and expanding within Texas’ competitive retail market. In an effort to enhance the customer service experience and provide broader self-service capabilities, TXU Energy partnered with Interactions to develop and deploy IVY, the first and only full natural language virtual assistant serving Texas retail consumers. Since being deployed in April 2014, the introduction of IVY has resulted in significant benefits for TXU Energy and its customers, including:
- Improved customer satisfaction (CSAT)
- Reduced self-service call durations
- Cut agent call-handling time through increased initial customer verification
“Customer service is an important differentiator for TXU Energy, and we are honored to be recognized by Chartwell for our continued commitment to providing innovative and superior services to our customers,” said Jeff Camp, vice president of customer contact operations for TXU Energy. “Our partnership with Interactions has helped us take a key part of our contact operations to the next level for our customers.”
“It’s not about just creating a better IVR. It’s about transforming the customer experience beyond what is possible with other prevailing approaches. IVY is a great example of how conversational virtual assistant technology surpasses even the highest performing conventional IVR system to empower the customer with advanced self-service options, driving increased adoption,” said Mike Iacobucci, CEO, Interactions LLC. “This recognition speaks volumes to the thoughtfulness of TXU Energy toward the client experience.”
IVY speaks naturally and conversationally with customers and handles a broad range of complex but repetitive self-service tasks. IVY is capable of authenticating and verifying accounts, providing and updating account information, creating payment arrangements and enrolling customers in specific options such as Average Monthly Billing, reconnecting electricity service, accepting service outage information, and toggling between language preferences, among many other self-service tasks.
About TXU Energy
TXU Energy is a market-leading competitive retail electricity provider, powering the lives of more Texans than any other retailer. TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services. Visit txu.com for more information about TXU Energy.
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