April 2020 SECO News

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2020

SECONEWS I

have exciting news to share. SECO’s new interactive voice response (IVR) phone system launched in early March. The system is available 24/7, is user-friendly and is a big leap forward in customer service technology. The former phone system was in desperate need of an upgrade. With recent laws banning handheld phone use while driving, the new natural language IVR is a safer alternative and is easier to navigate.

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aren’t so tech-savvy will receive the same information and level of service as online members.

Another benefit of the virtual assistant is its call back feature. If you have tried to call us on Monday morning or the Tuesday after a holiday, you may have noticed longer hold times. With the virtual assistant, you can request a call back during normal business hours Monday through Friday from 8 a.m. to 7 p.m. This call back saves your place in the THE VIRTUAL queue, and you don’t have to wait on hold. A future phase ASSISTANT IS OUR of the IVR will include virtual NEWEST SECO assistance with high usage inquiries, meter re-reads, new REPRESENTATIVE service connects, disconnects WHO CAN ASSIST and transfers.

THOUSANDS OF MEMBERS SIMULTANEOUSLY.

The new IVR features a virtual assistant who uses natural language technology mimicking a real conversation. Previously manual tasks can now be completed virtually with full automation. Without pressing numbers on your keypad, you can report an outage, initiate a billing inquiry or make a payment arrangement at any time without speaking to a representative. Members can also log into SmartHub at SECOEnergy.com and request a payment arrangement.

The virtual assistant is our newest SECO representative who can assist thousands of members simultaneously. This will come in handy during hurricane season when perhaps 100,000+ are without power at once like during Hurricane Irma.

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INSIDE THIS ISSUE • Right Tree, Right Place

Using the new IVR, you can check the status of an existing outage, learn the estimated restoration time and crew status. The IVR’s outage component functions much the same as the online StormCenter platform. Members who

• Safety Corner • Farmer’s Almanac • #SafeDiggingMonth • Florida Fauna & Flora APRIL 2020 | SECO NEWS

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April 2020 SECO News by SECO Energy - Issuu