Yes 2.70 Payment Arrangements 133 6 Can't pay my bill > Yes payments > Enter account number > Account information stated > Extension > Payment arrangement > Number of months > Confirm months Speech recognition: Open response system (Ex: IVR asks “What would you like to do?”) Yes
task_g_aps_1_edited.mp3 Off
This scenario involves two different tasks. For each, you are not able to pay your bill on time. 1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time.2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 2 I thought the IVR understood me at first, but just told me my account balance and how much I had due. It would have been nice if there was an option after hearing my account information to get an extension or sign up for a payment arrangement. Instead, the IVR tried to end the call. I had to use the specific term of 'payment arrangement' for the IVR to finally understand what I wanted. This could have been made easier to find. 219543 Functionality 2 Payment arrangement is not a very customer-friendly term and one that most people don't use, except for utilities. It's unfortunate that that's the only term the IVR understood. I should be able to say something like trouble paying my bill or something else to get to that menu option. Instead, I felt like I was going in circles. If I get to a payment menu and I have an overdue bill amount, I should automatically be given options like an extension or payment arrangement. I had hope this would be an easy process since the message at the beginning was talking about how APS was helping those who are struggling to pay their bills. 219543 Delivery 4 While the IVR didn't understand me very well, the voice was nice and spoke at a good pace. I could understand what she was saying easily. 219543