AEP Improves Outages and More Through Voice Enabled Devices

AEP is among the first electric companies in the United States to give customers the opportunity to get outage status information, view their account balance, understand their bill, enroll in alerts, and check their energy usage through Amazon Alexa and Google Assistant voice enabled devices.

In this session, you will hear how AEP researched customer goals and behaviors, focused on a prioritized set of features, crafted two-way conversations, and launched this new channel to its customers. Attendees will also learn how AEP’s redesigned web site better communicates the outage status.

Speaker: Eric J. Davis, Digital & User Experience Manager, American Electric Power (AEP)