Case Study: Electric Utility Provider boosts customer self-service and reduces advisor calls with Concentrix Catalyst IVR

Electric Utility Provider boosts self-service by 9% with Concentrix Catalyst

The electric utility provider, a major energy company, faced a significant challenge in handling over 19 million customer calls annually. The high volume was directing too many inquiries to live teams and forcing reliance on costly external overflow advisors. They partnered with Concentrix Catalyst to develop a user-friendly, self-service system to improve the customer experience and reduce these operational costs.

Concentrix Catalyst implemented an enhanced interactive voice response (IVR) solution featuring natural language understanding and self-service modules for moves, billing, and outages. This allowed customers to handle transactions conversationally without an advisor. The solution delivered substantial results for Concentrix Catalyst's client, including a 9% increase in automated call completion and 25% of outage calls being identified and routed through predictive intent. This significantly reduced advisor handle time and the need for external overflow support.