Interactions > Case Studies > TXU Energy Improves Call Containment by 18%

TXU Energy Improves Call Containment by 18%

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Company Size
1,000+
Region
  • America
Country
  • United States
Product
  • Interactions Virtual Assistant
Tech Stack
  • Cloud-based solution
  • IVR
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Cost Savings
  • Customer Satisfaction
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Utilities
Services
  • Cloud Planning, Design & Implementation Services
About The 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.
The 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.
The 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.
Operational Impact
  • Customer satisfaction: Supporting TXU Energy’s exceptional service goal, their Customer Satisfaction Score (CSAT) rose by 11%.
  • Seamless language transitions: Capture rates for Spanish speakers is up, as the Virtual Agent responds in the language the customer uses during the call.
  • Call containment: TXU successfully completes 18% more calls without the need for an expensive live agent.
  • Additional savings: Beyond call center savings, TXU saves more than $750,000 in IT costs and more than $200,000 in cost avoidance.
  • Accelerated run rate: TXU reached their payback goals in just 40 days.
Quantitative Benefit
  • Customer Service Satisfaction Score (CSAT) rose by 11%
  • TXU saves more than $750,000 in IT costs and more than $200,000 in cost avoidance
  • TXU reached their payback goals in just 40 days

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