Previous | Next Back to List

Meet Ivy: The Welcoming New Voice of TXU Energy

Newest around-the-clock customer care option provides seamless service with ultra-human touch

4/8/2014

Every consumer has dealt with confusing voice recognition systems that require too many prompts to reach a person or are so sensitive that the slightest background noise creates a frustrating spiral and delayed service. TXU Energy customers, on the other hand, get to speak directly with a trusted advisor named Ivy who takes care of business quickly and effectively – regardless of background noise – every time they call.

TXU Energy is easier than ever to do business with after the rollout of its 24/7 virtual assistant, Ivy, the company’s latest interactive voice response (IVR) tool that answers customer calls, provides a faster, easier and more human service solution to customers on the go, and addresses common customer issues with greater efficiency.

“Personalizing the customer experience and being easy to do business with are key elements of our customer experience design,” said Jeff Camp, vice president of contact center operations at TXU Energy. “With more than 1.7 million customers, each with unique preferences, effective self-service is more important than ever. We’re proud to move our already best-in-class IVR platform and take its self-service capabilities yet another step ahead to continue providing the top service in the state.”

Customers continue to seek options like self-service tools that allow them to manage their accounts however is most convenient for them. Last year alone, more than 70 percent of TXU Energy’s customer service interactions took place through self-service channels like IVR, in addition to online, social media and mobile platforms.

The enhanced voice recognition service, delivered by Boston-based Interactions Corp, filters background noise out and enables customers to:

  • Authenticate accounts quickly and easily
  • Transact on multiple accounts
  • Retrieve account balances
  • Make payments and receive payment confirmations
  • Set up payment arrangements or enroll in payment options like Average Monthly Billing
  • Sign up for AutoPay
  • Identify and toggle between language preferences
  • Update contact phone number
  • Reconnect service related to disconnection for non-pay
  • Gain information on power outages (according to the caller’s local Transmission and Distribution Utility’s corresponding zip code)
  • Receive status updates related to new or reconnected service orders

Ivy’s implementation has also reduced call handle time and significant technological and business costs.

“We continue pursuing ways to improve an already best-in-class system to give our customers the kind of experience that they’re looking for – and looking forward to,” said Camp. “Texas is an incredibly competitive electric utility market, and TXU Energy continues to be a leader in driving customer experience improvements and innovation through advancements such as our IVR platform.”

TXU Energy will co-host a public webinar with Interactions at 11 a.m. CST on Wednesday, April 23, to discuss how superior self-service options shape customer experiences and drive results. To register or participate, visit interactions.hs-sites.com/txu.

 

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. REP #10004.

Previous | Next Back to List