Rochester Gas and Electric and New York State Electric & Gas have rolled out new technology designed to analyze customer service calls and help representatives resolve issues more efficiently.
Call IQ is an analytics tool that reviews and transcribes every customer service call. The platform analyzes whether the tone of a call is positive or negative, categorizes why a customer called and generates a summary of the conversation.
The tool will also track whether the customer’s issue was resolved and assign an urgency level to help supervisors identify calls that may require additional attention or follow-up.
“This technology helps us understand what’s working well so we can apply those insights to future calls and resolve more customer needs the first time they contact us,” Christine Alexander, vice president of customer service for RG&E and NYSEG, said in a statement.
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The companies said supervisors can also use Call IQ to identify areas where interactions could have been handled differently and provide additional coaching to customer service representatives.
Every customer service call is reviewed through the system, according to the utilities.
Call IQ follows the 2024 launch of Ava, a tool that answers common customer questions involving billing, payment arrangements, meter readings, starting or ending service, power outages and online account assistance.
RG&E and NYSEG said the technologies are part of an ongoing effort to reduce call center wait times and improve customer service.
Source: 13wham.com
