An American investor-owned utility (IOU) with publicly traded stock and the largest electrical provider in Kansas, Evergy has a passion for creating exceptional customer experiences and solutions. For its digital-based customer support, it partners with Interactions LLC to efficiently manage millions of annual support calls.
Evergy customers can engage with the Intelligent Virtual Assistant (IVA),which is available in English and Spanish, to address over 40 types of inquiries, including making a payment, moving service, and reporting an outage. A large proportion of these transactions are completed through self-service, while requests that require additional support are swiftly routed to customer service agents. For Evergy customers, the solution delivers one of the fastest, most craveable self-service experiences in the utilities industry. For Evergy, the automation translates into significant operational cost savings annually.
Evergy won the Chartwell Gold Award for Excellence in Digital Experience. The evaluation committee recognized Evergy’s innovation to allow start and transfer service in the IVA. This novel concept allowed more than 40,000 start or move service transactions in its first year of operation. The utility’s fully automated IVA-based process is credited for improving the customer experience and reducing contact center costs.
Interactions delivers exceptional omnichannel customer-support solutions by combining the best of AI with customized LLMs and real-time human intelligence. It provides digital CX solutions to some of the world’s leading brands in the utility, retail, technology, hospitality, healthcare, and financial sectors.
The award comes on the heels of Interactions recent announcement of saving $300 million annually for its top clients globally.