Insights from Evergy & Vistra: Increasing Customer Self-Service Adoption with Conversational AI
The utility industry is at a watershed moment, with customer expectations at an all-time high and providers simultaneously under pressure to provide improved customer service while reducing costs and managing the transition between legacy IVR’s and CCaaS platforms.
In this panel discussion, Evergy, Vistra and Interactions will share learnings from their implementation of Conversational AI to get ahead of some of the top utility industry trends and challenges.
Discussion will include best practices for solving challenges including staffing, improving CSAT through increased self-service adoption across channels and complex use cases, as well as better arrears management for increased collection of late payments.
Moderator:
Steve Hughes, Sr. Director, Utilities Practice, Interactions
Steve is responsible for North America Utilities practice in providing consultative thought leadership around the strategy, planning, design, and implementation of Conversational AI, and helping Utilities achieve their goals for transforming CX, driving operational efficiencies, and positioning for digital enablement of the smart customer of the future.
Panelists:
Lindsay Washburn, Senior Digital Product Manager, Evergy
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. In 2021, Evergy consolidated two territories of business onto the same Interactive Voice Assistant platform. Lindsay has spent the last year working to enhance the IVA, helping Evergy become an industry leader in performance and containment.
Ed Anderson, Sr. Manager, CXT Technology, Vistra
Ed is an experienced manager in the electric utility industry with 40 years working in various roles in Customer Service and Information Technology. He has experience in collections, billing and call center in operations and as a developer and manager in IT. He is currently responsible for management of call routing technology for the Vistra call centers and the Operations command center. He is responsible for overseeing the implementations of TXU’s award-winning IVA and the implementation of the same platform for the other brands Vistra has acquired in recent years.
