Interactions for Utilities

An empowering customer experience

Supercharged customer service that cuts costs and boosts CSAT

Letting your
customers shine

We work with utility providers to tackle CX challenges, creating seamless, engaging conversations through a blend of AI, human touch, and an award-winning conversational design team. Our expertise transforms customer interactions into exceptional experiences while significantly reducing operating costs—ensuring every conversation is efficient and impactful.

Challenge

Utility providers face pressure to deliver exceptional customer experiences while managing costs, navigating complex regulations, and responding to increasing customer expectations for self-service. Legacy systems and archaic processes hinder personalized engagement and drive up customer effort, leading to customer frustration.

Solution

Transform your customer experience with unified journeys and effortless self-service. Interactions IVA for utilities blends AI and human intelligence, integrates with your existing technology, and is designed to drive customer satisfaction, reduce operational costs, and improve outage response and service delivery.

Key Features

Automation with a Human Touch Plus

Agent Empowerment Plus

Omnichannel Excellence Plus

Seamless Integrations Plus

Advanced Analytics Plus

Quick Time to Value Plus

Use Cases

ID & Authentication

Outage
Notification

Start/Stop/
Move Service

Proactive Paperless
Enrollment

Intent Capture & Routing

Outage
Reporting

Bill
Payments

Our Utilities Clients Have Experienced

$511M

Annual payment revenue

95%

Success rate for payments

45%

Increase in self-service

SRP & Interactions
transform CX

As one of the largest public power utilities in the United States, Salt River Project (SRP) needed a customer-centric, flexible customer care solution that would help them reduce costs. By partnering with Interactions, SRP developed a conversational Virtual Assistant solution that increased customer satisfaction, reduced dependence on costly seasonal live agents and improved call containment to 35%.

Read the case study