Powering Excellence in Customer Service:
2024年7月23日 - 10:13PM
Franklin, MA, July 23, 2024 - Interactions, an innovating force in
Conversational AI for customer service, today announced its client,
Evergy won gold in Chartwell’s 21st annual Best Practices Awards
for excellence in Digital Experience.
An American investor-owned utility (IOU) with publicly traded
stock and the largest electrical provider in Kansas, Evergy has a
passion for creating exceptional customer experiences and
solutions. For its digital-based customer support, it partners with
Interactions LLC to efficiently manage millions of annual support
calls.
Evergy customers can engage with the Intelligent Virtual
Assistant (IVA),which is available in English and Spanish, to
address over 40 types of inquiries, including making a payment,
moving service, and reporting an outage. A large proportion of
these transactions are completed through self-service, while
requests that require additional support are swiftly routed to
customer service agents. For Evergy customers, the solution
delivers one of the fastest, most craveable self-service
experiences in the utilities industry. For Evergy, the automation
translates into significant operational cost savings annually.
Evergy won the Chartwell Gold Award for Excellence in Digital
Experience. The evaluation committee recognized Evergy’s innovation
to allow start and transfer service in the IVA. This novel concept
allowed more than 40,000 start or move service transactions in its
first year of operation. The utility’s fully automated IVA-based
process is credited for improving the customer experience and
reducing contact center costs.
Interactions delivers exceptional omnichannel customer-support
solutions by combining the best of AI with customized LLMs and
real-time human intelligence. It provides digital CX solutions to
some of the world’s leading brands in the utility, retail,
technology, hospitality, healthcare, and financial sectors.
The award comes on the heels of Interactions recent announcement
of saving $300 million annually for its top clients globally.
Key Quotes
“Evergy is one of the most customer-centric companies in the
United States,” said Interactions Senior Vice President of Customer
Success Candy Digges . "This honor demonstrates its dedication to
great customer experiences that forge deep and loyal connections
with the millions of people it serves every day.”
“Our partnership with Interactions has a long history and they
are a key contributor to our self-service portfolio. By adding this
new start/move service capability, we were able to increase our
overall self-service, give customers choice in how to interact with
us and reduce costs.”Lindsay Washburn, Evergy Senior Digital
Product Manager
“The confidence Interactions has in their service, product and
capabilities is a strong base to explore new concepts leading to
groundbreaking innovation.”Paul Walker, Evergy Senior Digital
Product Manager
About Interactions
Interactions provides Intelligent Virtual Assistants that
seamlessly assimilate conversational AI and human understanding to
enable businesses to engage with their customers in highly
productive and satisfying conversations. With flexible products and
solutions designed to meet the growing demand for unified,
omnichannel customer care, Interactions is delivering unprecedented
improvements in the customer experience and significant cost
savings for some of the largest brands in the world. Founded in
2004, Interactions is headquartered in Franklin, Massachusetts with
additional offices worldwide. For more information, visit
www.interactions.com.
About Evergy
Evergy, Inc. (NASDAQ: EVRG) serves 1.7 million customers in
Kansas and Missouri. Evergy’s mission is to empower a better
future. Our focus remains on producing, transmitting, and
delivering reliable, affordable, and sustainable energy for the
benefit of our stakeholders. Today, about half of Evergy’s power
comes from carbon-free sources, creating more reliable energy with
less impact to the environment. We value innovation and
adaptability to give our customers better ways to manage their
energy use, to create a safe, diverse, and inclusive workplace for
our employees, and to add value for our investors. Headquartered in
Kansas City, our employees are active members of the communities we
serve.
For more information about Evergy, Inc., visit us at
www.evergy.com.
Interactions
866-637-9049
pr@interactions.com