Case Study: Westar Energy achieves 80% customer satisfaction and 39% self-service completion with Interactions' Intelligent Virtual Assistant

Westar Energy Sees 80% Customer Satisfaction with Intelligent Virtual Assistant

Westar Energy engaged Interactions to address a company-wide initiative to improve customer experience by reducing CSR handle times and increasing self-service. Westar’s legacy IVR provided limited analytics and no call-listening capability, leaving the utility unable to diagnose or fix customer pain points; they selected Interactions’ Intelligent Virtual Assistant for a more intuitive, analytics-driven alternative.

Interactions implemented its Intelligent Virtual Assistant with features like proactive outage messaging, account updates (email/phone), dual-language understanding and a straight-to-agent option. The solution enabled 39% of callers to complete transactions via self-service, lifted customer satisfaction to over 80%, and improved JD Power-related scores (menu instructions +28%, menu prompts +25%, speed to representative +31%) since the 2016 implementation.

Westar Energy

Darcy Dale

Resource Manager