Evergy Incorporates Start-Service Functionality into IVA

In March 2023, Evergy began enabling customers to start or move service via its Interactive Voice Assistant (IVA) channel. Join this session to learn how Evergy’s scalable IVA allows customers to self-serve even in times of high volume, facilitating more than 40,000 start service transactions in the first year of operation. The utility’s fully automated IVA-based process for residential customers has delivered many benefits, including improved customer satisfaction and reduced contact center costs. This effort earned Chartwell’s Gold Best Practices Award in the category of Digital Experience this year.

  • Lindsay Washburn, Senior Digital Product Manager, Evergy, Inc.
    Lindsay’s primary role is overseeing the digital experience for the Interactive Voice Assistant system. Driven by customer outcomes, she provides narrative and analytical insight for decision making, while focusing on cost savings and projects to increase the self-service footprint. In 2021, Evergy consolidated two territories of business onto the same Interactive Voice Assistant platform. Lindsay has spent the last 3 years working to enhance the IVA, helping Evergy become an industry leader in performance and containment. Lindsay has experience across multiple industries including telecommunications, retail merchandising, global distribution, and healthcare. In her personal time, Lindsay loves to spend time with her husband, three children, and their 8 yr.-old goldendoodle. She is also passionate about political civic engagement and the importance of young people running for local office to make a lasting impact to their community.


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