How Interactions and Evergy Proactively Manage Outages with Conversational AI
Contact centers are at the heart of a utility and the front line for customers during outages and their moment of urgent need. And today, it’s a vital business requirement to support your customers effectively to ensure satisfaction, while balancing operational costs and labor challenges. The good news is that these strategic imperatives are no longer mutually exclusive. Utility providers can improve the customer experience by automating transactions like outage notifications through a digital customer journey, while also lowering expenses using the power of Conversational AI.
Join Interactions and leading utility provider, Evergy, to hear how you can improve customer experience by enhancing self-service opportunities.
Speakers:
Steve Hughes, Senior Director, Utilities Practice, Interactions
Steve is responsible for North America Utilities practice in providing consultative thought leadership around the strategy, planning, design, and implementation of Conversational AI, and helping Utilities achieve their goals for transforming CX, driving operational efficiencies, and positioning for digital enablement of the smart customer of the future.
Lindsay Washburn, Senior Digital Business Analyst, Digital Strategy, Evergy
Lindsay’s primary role is overseeing the digital experience for the Interactive Voice Assistant system. Driven by customer outcomes, she provides narrative and analytical insight for decision making, while focusing on cost savings. In 2021, Evergy consolidated two territories of business onto the same Interactive Voice Assistant platform. Lindsay has spent the last year working to enhance the IVA, helping Evergy become an industry leader in performance and containment.
