Virtual Assistant Drives Self-Service Adoption at TXU Energy

摘要

In Texas, where there is a competitive retail electricity market, 85 percent of consumers can choose their service provider from a group of more than 50 companies. The competition is steep, but TXU Energy is the largest retail electricity provider in Texas, powering more Texans than any other retailer in the state. This has been achieved by offering a variety of innovative energy efficiency products and programs, competitively priced service plans, and great customer service. Customer service, in particular, is central to the success of TXU Energy. Telephone support is a primary service channel for TXU Energy customers. More than 8.5 million customer service calls are received each year. They range from simple requests, such as reporting an outage or making a payment, to more complex tasks, like selecting service plans, transferring service or resolving a billing issue.