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Evergy Drives Spike in Self-Service Transactions Through IVA Enhancements

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In 2023, Evergy began enabling customers to start service via its Interactive Voice Assistant (IVA) channel. 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 a host of benefits, including improved customer experience and reduced contact center costs.

This initiative has been recognized with a Gold Award for Digital Experience in Chartwell's 2024 Best Practices Awards.

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Chartwell Best Practices Awards customer experience Evergy increased operational efficiency IVAs IVR self-service

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