Reducing CSR Call Volume with IVR Enhancements

In 2017, LG&E and KU redesigned its IVR to increase the automation of bill payment time extensions. From June 2017 to May 2018, LG&E and KU’s IVR handled 52% of bill payment extension calls. LG&E and KU took home Chartwell’s Bronze Self-Service award in 2018 for its efforts.

Attend this webinar to learn how LG&E and KU increased IVR containment, reduced CSR-handled call volume and the need for additional or overtime staff, and enabled customers to complete bill payment extension transactions 24/7, rather than only within the hours of contact center operations.


  • Darius Lepp, Manager – Residential Service Centers, LG&E and KU Energy

Darius serves as part of a senior leadership team at LG&E and KU Energy LLC, ensuring energy delivery for two regulated utilities providing natural gas and electric service to over one million customers in Kentucky and Virginia. He leads residential customer care at four contact centers, with nearly 200 employees committed to the company’s Customer Experience strategy. Prior to his current role, Mr. Lepp worked for Hewlett-Packard, supporting customers globally.

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