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TXU Energy Wins Gold for Customer Service

08-20-2015

Virtual customer assistant helps deliver an excellent customer experience

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.

Variety-of-golden-prizes-01The 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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