Case Study: SRP (Salt River Project) doubles self-service rates and cuts seasonal live-agent hires with Interactions' conversational Virtual Assistant

Srp Improves Self-Service Rates By More Than Double

SRP (Salt River Project), a not‑for‑profit public power utility serving about 1 million customers in Arizona, faced huge seasonal call spikes as air‑conditioning use rose each peak season. Their legacy IVR routed 97% of callers to live agents, forcing costly seasonal hires. SRP partnered with Interactions to deploy conversational Virtual Assistants (Rosie for English and Ramón for Spanish) powered by Interactions’ Adaptive Understanding technology to enable customers to speak naturally and use self‑service.

Interactions implemented fully automated solutions for outage confirmations, bill payment and other common tasks, freeing live agents for complex issues. Since deployment, self‑service rates rose from about 12–14% to 35% (roughly doubling), 24% of callers successfully complete transactions via self‑service, outage containment reached 46%, and reliance on seasonal live agents dropped significantly — improving customer satisfaction and reducing costs. Interactions’ flexible platform also scales to handle monthly peak call spikes.

SRP

Renée Castillo

Sr. Director, Customer Strategy Integration