Interactions is a leader in Conversational AI supporting Utilities and some of the world’s largest brands across the enterprise. Our optichannel IVA allows for your customers to transact across the channel of their choice, using their natural voice, eliminating the frustration with the IVR experience. What makes us unique is we blend our AI with a patented Human Adaptive Understanding capability that provides the highest level of understanding of the caller’s intent, resulting in more self service options, allowing your agents to spend more time as energy advisors. Our platform overlays on top of your existing voice and digital infrastructure allowing you to maximize your existing assets.
Interactions IVA is designed to act as your best agent 24x7x365, eliminating the need for ‘all hands on deck’ or hiring outsourced agents for supporting outages. Our unique toggling feature allows you to control call volume into the call center for only outage related calls, where the IVA supports other use cases including payments, start/stop/transfer service, and many others. As a SaaS, cloud based managed service, we also provide scale and flexibility protecting against planned or unplanned spikes in calls from severe storms, wildfires and PSPS events, or blackouts.
By automating more use cases and providing proactive SMS notifications, the IVA reduces load on the contact center, increases adoption of web and mobile channels, improves CSAT with amazing customer experience, while reducing operational expenses with an ROI typically within the first 12 months of production.
We are excited to be presenting at PowerUp with our utility partner Evergy around their outages strategy, and sharing an update on our new Task Orchestration feature recently added to the IVA.
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.