TXU Energy Wins Gold for Customer Service

Virtual customer assistant helps deliver an excellent customer experience


Excellence in Customer Service awardTXU Energy’s virtual customer assistance system has earned national recognition for excellence in service.

Atlanta-based Chartwell, Inc., a utility industry service provider, announced TXU Energy’s gold award, noting that the virtual customer assistance system has increased self-service adoption for TXU Energy and has slashed the time it takes for customers to resolve requests.

The system, launched in April 2014 and affectionately called Ivy, doesn’t use a series of menu of options from which customers have to select. Instead, it simply asks, “How may I help you?” Customers then can use their everyday speech to request and complete many services.

The system can filter out background noise and can understand open-ended sentences or grammatically incorrect statements. It’s the first natural language interactive voice recognition system in the U.S. electricity industry.

Among other things, Ivy has:

  • Allowed more customers to resolve requests without agent assistance.
  • Increased customers’ self-reported satisfaction.
  • Given agents more time to address more complex issues with customers who need that kind of help.
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