TXU 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.