Utility company EPCOR wanted to provide online customer service 24/7 to answer the high volume of customer queries. They implemented IntelliResponse's Virtual Agents for Enterprise software, which was able to answer over 60,000 customer queries with a high accuracy rate of 98.88% in only 11 months. This led to improved customer satisfaction scores, fewer calls to EPCOR's call center, and reduced costs.

1. IntelliResponse Success Story:
Meeting the Changing Customer Service Needs
THE CHALLENGE:
Utility customers want the
ability to get their questions
answered online at any time
of day or night
60,000 QUERIES
ANSWERED
in only 11 months
THE SOLUTION:
The Virtual Agents for the
Enterprise meets EPCOR’s
criteria for delivering
enhanced web self-service
IMPROVED
CSAT
High Accuracy
0.12%
Unanswered Rate
Fewer calls
to Call Center
Reducing Costs
SCORES
SPONSORED BY:
www.IntelliResponse.com