Interactions Case Studies TXU Energy Improves Call Containment by 18%

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	TXU Energy Improves Call Containment by 18% Interactions

TXU Energy Improves Call Containment by 18%

Interactions

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Utilities
Services	Cloud Planning, Design & Implementation Services
Challenge	TXU Energy, one of the ten largest electric companies in the US, receives more than 10 million calls each year. Delivering exceptional service on these calls is essential to retaining customers, since customers can choose their own provider in the deregulated Texas market. To manage large operating costs for its most used channel, TXU implemented a self-service system based on a Touch-Tone and directed-dialogue solution. However, self-service rates plateaued as the system’s natural language implementation met its limit. TXU wanted a solution that could enhance the customer experience and increase self-service completions rates without increasing operating costs. Read More
About Customer	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 for residential and business customers, including exceptional customer service, competitively priced electricity service plans, and renewable energy programs. Read More
Solution	After careful evaluation, TXU Energy chose Interactions to fully replace their existing IVR. Interactions built a hosted conversational solution that expands TXU’s self-service capabilities. The solution enables fully unstructured conversations with an automated solution that applies business rules. It provides 14 self-service transactions, such as making payments, setting up recurring payments, moving service, or reporting an outage. As a result of this new cloud-based solution, TXU was able to streamline operations, increase contact center efficiency, and eliminate the need to deploy expensive onsite equipment during peak seasons. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Utilities

Services

Cloud Planning, Design & Implementation Services

Challenge

TXU Energy, one of the ten largest electric companies in the US, receives more than 10 million calls each year. Delivering exceptional service on these calls is essential to retaining customers, since customers can choose their own provider in the deregulated Texas market. To manage large operating costs for its most used channel, TXU implemented a self-service system based on a Touch-Tone and directed-dialogue solution. However, self-service rates plateaued as the system’s natural language implementation met its limit. TXU wanted a solution that could enhance the customer experience and increase self-service completions rates without increasing operating costs.

About Customer

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 for residential and business customers, including exceptional customer service, competitively priced electricity service plans, and renewable energy programs.

Solution

After careful evaluation, TXU Energy chose Interactions to fully replace their existing IVR. Interactions built a hosted conversational solution that expands TXU’s self-service capabilities. The solution enables fully unstructured conversations with an automated solution that applies business rules. It provides 14 self-service transactions, such as making payments, setting up recurring payments, moving service, or reporting an outage. As a result of this new cloud-based solution, TXU was able to streamline operations, increase contact center efficiency, and eliminate the need to deploy expensive onsite equipment during peak seasons.

Impact #1	Customer satisfaction: Supporting TXU Energy’s exceptional service goal, their Customer Satisfaction Score (CSAT) rose by 11%.
Impact #2	Seamless language transitions: Capture rates for Spanish speakers is up, as the Virtual Agent responds in the language the customer uses during the call.
Impact #3	Call containment: TXU successfully completes 18% more calls without the need for an expensive live agent.

Impact #1

Customer satisfaction: Supporting TXU Energy’s exceptional service goal, their Customer Satisfaction Score (CSAT) rose by 11%.

Impact #2

Seamless language transitions: Capture rates for Spanish speakers is up, as the Virtual Agent responds in the language the customer uses during the call.

Impact #3

Call containment: TXU successfully completes 18% more calls without the need for an expensive live agent.

Benefit #1	Customer Service Satisfaction Score (CSAT) rose by 11%
Benefit #2	TXU saves more than $750,000 in IT costs and more than $200,000 in cost avoidance
Benefit #3	TXU reached their payback goals in just 40 days

Benefit #1

Customer Service Satisfaction Score (CSAT) rose by 11%

Benefit #2

TXU saves more than $750,000 in IT costs and more than $200,000 in cost avoidance

Benefit #3

TXU reached their payback goals in just 40 days

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Overview

TXU Energy Improves Call Containment by 18%

Operational Impact

Quantitative Benefit