Smart enough to resolve calls, not just route them.
Agentic CX IVR transforms the traditional IVR into a conversational experience that can understand natural-language questions and resolve customer calls using personalized energy intelligence. Instead of relying on rigid menu trees, keyword prompts, or generic scripts, it can address questions such as why a customer's bill is high and resolve the call in one pass rather than automatically routing it to a CSR. Agentic CX IVR works with existing GenAI-capable IVR and CCaaS platforms without requiring migration, a new phone number, or changes to existing call-routing patterns, while unresolved calls can receive a warm handoff to a CSR with full context. Powered by pre-computed UtilityAI data, the experience delivers real-time voice responses and uses defined failure-mode responses and configurable prompts to provide a contextual customer experience.
