SOLUTION BRIEF
Contain With Agentic CX IVR
SOLUTION BRIEF
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.
First Call Resolution
Turn your IVR into a true FCR tool that resolves customer questions with contextual energy intelligence instead of routing every call to a CSR.
Intelligent Call Containment
Resolve high-bill inquiries at the IVR level with customer-specific context instead of generic scripted responses.
Lower Cost to Serve
Leverage your existing IVR and CX infrastructure to reduce unnecessary transfers and lower the cost of handling customer calls.
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