Want to Reduce BLL Calls? Talk Like a Human

摘要

Bills, bills, bills. Besides being the title of R&B group Destiny's Child's 1999 hit single, they're also one of the most frequent concerns of utility customers. "Why is my bill so high? How do I read my bill? How can I save money on my bill?" customers ask. And because bills concern utility customers, they also concern utilities. Bill concerns are costly. Customers who think they're charged too much without understanding how and why they're billed likely call customer service, which increases call center staff costs and wait times for other customers. Worse, others look elsewhere to get their utility needs met.