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IVR Self-Service - Nicor Gas

IVR Self-Service - Nicor Gas. Brian Maruyama August 7, 2006. About Nicor Gas. Natural gas distribution company Largest subsidiary of Nicor, Inc. (NYSE: GAS) Mission: provide safe, reliable natural gas. Crystal Lake. Rockford. 4. Schaumburg. DeKalb. Oak Brook. Naperville. Joliet. 1.

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IVR Self-Service - Nicor Gas

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  1. IVR Self-Service - Nicor Gas Brian Maruyama August 7, 2006

  2. About Nicor Gas • Natural gas distribution company • Largest subsidiary of Nicor, Inc. (NYSE: GAS) • Mission: provide safe, reliable natural gas

  3. Crystal Lake Rockford 4 Schaumburg DeKalb Oak Brook Naperville Joliet 1 Kankakee 2 3 5 6 7 Bloomington About Nicor Gas • Located in northern Illinois and Chicago suburbs • Serves 2.1 million customers in 641 communities • 32,000 miles of pipelines

  4. Business and Technical Challenges

  5. Business Challenges • Volatile natural gas costs • Increase in customer contacts • Flat operating budget • Customer dissatisfaction with existing IVR - growing cordless and cell phone use

  6. Technical Challenges • End-of-life technology • Integration with a Unisys mainframe (VT-100) • Repoint to a new Customer Information System (web services)

  7. IVR Old and New

  8. Steady performance since 1998 Voice of Nicor - greeting all 888.Nicor4u calls Touch-tone interaction Prioritizes gas emergency calls Performs self-service functionality, including: account balance, payment due date, enter a meter read, etc. 25% call completion/self-service rate What the old IVR delivered…

  9. What the new IVR with Speech Recognition promises… • Improved self-service performance – 5+ points • Voice talent representing Nicor Gas’ persona • Understand caller profiles/tendencies/grammars • Streamlined repointing effort to new CIS • Leverage skills-based routing and maintain call prioritization • Increase customer satisfaction ratings • Offer business customers their own “path” • Broadcast messages administration

  10. Project Goals and Results

  11. Project Goals • Self-service utilization - from 25% to 30% take rate • Increase customer satisfaction ratings (natural language interaction, etc.) • Position for Cordaptix integration and future Contact Center technology implementations (i.e. CTI, new applications, etc.) • Treat business callers through new IVR tree • Business and system administrative ownership • Avoid hiring Contact Center employees

  12. Project Results • Averaging 27%-30% self-service rate • Voice recognition rate consistently at low-to-mid 90s • Language segmentation • Connect call purpose with skillsets • Tailoring new rep. training to leverage skills-based routing • Identifying future opportunities (appointments, moving orders, etc.)

  13. Significant speech technology contributions • SpeechPak design templates • Synonyms/Grammars • Persona • Tuning sessions

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