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New IVR Frequently Asked Questions
What is “Voice Recognition Technology”?
Voice Recognition Technology, also called Open Call Steering, recognizes words, phrases, and voice patterns to determine what a person is saying. This technology allows you to simply speak and say what service you are looking for and the system then “steers” you to it. With this new technology, you will no longer have frustrating wait times to conduct business on your account.
Will this system limit what business I can do on my account?
Absolutely not! As a matter of fact, you can conduct virtually any business on your account that, in the past, required live assistance.
What do I say to get to where I need to go?
You simply speak, in a normal and clear tone, as you would to one of our professional customer service representatives. For example, if you want to pay your bill, you would just tell the system “I want to pay my bill.” It’s that easy! If you want a comprehensive listing of keywords and key phrases used for common tasks, click here.
In an emergency, can I still speak to a live person?
Yes. There are still certain functions — like reporting a downed power line emergency — that will automatically route you to one of our customer service representatives.
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