eVolutionary AI Assistant for Utility Customer Service
Reduce Call Center Volume and Improve Customer Satisfaction
eIVR, powered by AWS, is an intelligent, hardware-free IVR and CCaaS solution designed exclusively for utilities. This AI-driven platform enables customers to self-serve with ease, offering the same seamless experience they expect online—now available over the phone. Revolutionize your call center with eIVR’s innovative omnichannel SaaS technology. By automating natural language responses and integrating multiple communication channels, eIVR streamlines operations and enhances customer interactions. Built with Amazon’s leading AI technology and backed by i3 Verticals’ deep industry expertise, eIVR is the future of utility customer service.
A No-Hardware IVR and CCaaS Solution for Utilities
With decades of experience in the utilities industry, i3 Verticals understands the importance of minimizing hardware requirements. That’s why we developed eIVR, a hardware-free solution designed for seamless integration with your existing systems. As a CCaaS software solution, eIVR can be rapidly deployed to enhance your customers’ experience from day one, providing efficient, scalable support without the need for additional infrastructure.
Reduce Average Handling Time
eIVR transforms utility customer service by replacing outdated systems with a mobile-ready self-service solution. eIVR accelerates ticket resolution by leveraging AI to handle simple customer inquiries and requests. Each ticket is processed faster, allowing customers to get their answers promptly without enduring long hold times.
Increase Utility Customer Service Agent Productivity
Utility IVR solutions like eIVR can save agents hundreds of hours annually. By using our automated voice response system or AI chatbot to handle customer inquiries, your team can focus on more complex tickets or other high-priority tasks. eIVR can be customized to address a wide range of questions, freeing up valuable time for your staff to tackle pressing matters.
Actionable Analytics and Insights
eIVR integrates AI-driven real-time analytics tools and AWS QuickSight, allowing providers to monitor customer service requests with greater precision. These tools help identify peak times, categorize tickets by request type, track escalations to support, and gain actionable insights. With AI, the system can predict trends and optimize workflows, while AWS QuickSight provides powerful data visualization for deeper analysis and informed decision-making.
Built for the Utility Industry, Powered by AWS
WS Connect is Amazon’s premier cloud-based customer contact center service, designed to provide seamless, secure customer service interactions for utilities, both over the phone and online. Leveraging Amazon’s advanced tools, AI-driven capabilities, and i3 Verticals’ extensive industry expertise, eIVR ensures smooth, efficient customer experiences. With intelligent automation, AI-powered insights, unlimited scalability, and robust configurability, eIVR is a comprehensive solution proven to boost satisfaction scores, as demonstrated by our clients. All data is securely stored in the cloud, accessible to authorized users. Customers can reach out via call or chat at any time, ensuring continuous support.
Natural Conversation Utilities IVR and Chatbot Experiences
eIVR leverages AI-driven natural voice responses to address customer inquiries swiftly and with a human-like tone, avoiding robotic interactions. The system continuously learns from each response, enhancing its accuracy for future callers. Our AI-powered chatbot provides dynamic, real-time replies based on FAQs and predefined answers, ensuring quick, direct responses without unnecessary complexity. In the utilities sector, where similar inquiries are shared by numerous customers, eIVR guarantees unified messaging, delivering consistent information to all customers. Additionally, by integrating eIVR with call centers, customers can easily transition to live agents to resolve their issues. AWS Connect optimizes routing, ensuring the right agent is available for seamless support, enhancing the overall customer experience.
Multiple Communication Channels
Consistency is essential for ensuring customers fully understand policies and receive accurate answers. Unlike traditional call centers, where agent interpretation can vary, eIVR ensures consistent messaging every time. Whether customers reach out via the help line or chatbot, they will receive the same accurate information for the same question, leaving no room for confusion. eIVR is a next-generation utility IVR and CCaaS solution designed to enhance customer interactions with AI support. With no hold times or queues, eIVR delivers prompt, efficient responses. From nearly any device, it can assist customers quickly and seamlessly from start to finish, ensuring an efficient resolution.
eIVR AI Features
As part of the eVolve Customer Engagement Suite, eIVR was designed with AI enablement in mind. The solution can be quickly implemented and used to help providers get an AI assisted IVR up and running in no time. eIVR is packed with many features and benefits proven to build trust between customers and providers and improve industry-recognized satisfaction scores.
Features:
Generative AI-powered assistant
Post-contact summarization
eVolving chatbots and IVR
AI-driven insights & real-time analytics
Sentiment analysis
AI-assisted CSR surveys
Boost Call Containment Rates to New Heights with eIVR
Providers leveraging AI-driven call center tools like eIVR achieve impressive results, including Call Containment Rates over 80%. Powered by advanced AI capabilities, the system’s versatility, intelligent learning, and extensive resource integration make eIVR a leading IVR and CCaaS solution for the utilities sector. Customers adopting eIVR report substantial reductions in cases escalated to live agents, while end-users consistently share positive feedback on their experiences. By implementing eIVR, utilities can optimize operations, with AI managing requests from start to finish, freeing agents to focus on more complex and high-value tasks.