Case Study: TXU Energy achieves 18% higher call containment with Interactions' Ivy Virtual Assistant

TXU Energy Improves Call Containment By 18%

TXU Energy, one of the ten largest electric companies in the US, faced the challenge of handling more than 10 million customer calls a year with an aging touch-tone/directed-dialogue IVR that had reached its limits. To improve call purity, routing accuracy, reduce operations and IT costs, and lower customer frustration, TXU Energy partnered with Interactions and deployed Ivy, Interactions’ Virtual Assistant solution, to create a more efficient, conversational self-service channel.

Interactions replaced TXU’s legacy IVR with a hosted, conversational Ivy Virtual Assistant that supports fully unstructured dialogue, 14 self-service transactions, and Interactions’ Adaptive Understanding Technology. As a result, Interactions helped TXU contain 18% more calls, raise CSAT by 11%, improve Spanish-language capture, save over $750,000 in IT costs plus $200,000+ in cost avoidance, and achieve payback in just 40 days while accelerating rollout of new self-service scenarios.

TXU Energy

Ed Anderson

Senior Manager of Call Center Technology