Transforming CX While Reducing O&M at Evergy with Conversational AI

The contact center is the heart of a utility provider. As a front line for customers, it’s vital to support them across channels to elevate customer experience. Alongside high-quality customer service, utility providers must also balance operational costs and staffing challenges. These strategic imperatives are no longer mutually exclusive. Now, through the power of Conversational AI, utility providers can improve customer experience while also lowering expenses. Join Interactions and leading utility provider, Evergy, to hear how you can improve customer experience by enhancing self-service opportunities, and reduce complex calls like start/stop transfer through automation.


Steve Hughes, Senior 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.

Lindsay Washburn, Senior Digital Business Analyst, 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. 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.


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