TXU Energy Debuts Virtual Customer Care Assistant Ivy



TXU Energy has rolled its 24/7 virtual assistant, Ivy, the company’s latest interactive voice response (IVR) tool that answers customer calls, provides a faster, easier and more human service solution to customers on the go, and addresses common customer issues with greater efficiency.

“Personalizing the customer experience and being easy to do business with are key elements of our customer experience design,” said Jeff Camp, vice president of contact center operations at TXU Energy in a statement. “With more than 1.7 million customers, each with unique preferences, effective self-service is more important than ever. We’re proud to move our already best-in-class IVR platform and take its self-service capabilities yet another step ahead to continue providing the top service in the state.”

Customers continue to seek options like self-service tools that allow them to manage their accounts however is most convenient for them, the company said. Last year alone, more than 70 percent of TXU Energy’s customer service interactions took place through self-service channels like IVR, in addition to online, social media and mobile platforms.

The enhanced voice recognition service, in partnership with Interactions Corp., filters background noise out and enables customers to:

Authenticate accounts quickly and easily

  • Retrieve account balances.
  • Make payments and receive payment confirmations.
  • Set up payment arrangements or enroll in payment options like Average Monthly Billing.
  • Sign up for AutoPay.
  • Identify and toggle between language preferences.
  • Update contact phone number.
  • Reconnect service related to disconnection for non-pay.
  • Gain information on power outages (according to the caller’s local Transmission and Distribution Utility’s corresponding zip code).
  • Receive status updates related to new or reconnected service orders.

“We continue pursuing ways to improve an already best-in-class system to give our customers the kind of experience that they’re looking for – and looking forward to,” said Camp. “Texas is an incredibly competitive electric utility market, and TXU Energy continues to be a leader in driving customer experience improvements and innovation through advancements such as our IVR platform.”