Yes 3.00 Account Balance 90 3 Main menu; option 2 "to make a payment or for questions regarding your bill" -- » option 1 "to check you account status or make a payment" -- » option 2 "account number" -- » entered account number and verified my address -- » given account balance Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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You want to find out the current balance on your account. Off Navigation 3 While I found it fairly easy to get where I needed to be, I felt like I was guessing which menu option to press the whole time. There was no menu option articulating I could find my balance and I mostly just selected anything that had to do with payments. This worked but it would be nice to feel a bit more confident going through the menu. I also thought the whole process could have been a bit more streamlined, especially authenticating. I was getting a bit impatient having to listen to my account number and address read back to me to verify the information I gave the IVR was correct. 212812 Functionality 3 This was pretty easy but I think the process got bogged down by the authentication portion. First you have to choose how you want to authenticate, then you input your information (account number or phone number), then you have that information read back to you and have to confirm it’s correct, then you have your address read to you and you have to confirm that. It felt like a bit much just to see how much money I owed the utility. Maybe don’t confirm the account number is correct if you are going to have the customer also confirm their address? Seems like that would be sufficient to catch errors. Or exclude the address altogether? 212812 Delivery 3 Delivery was alright. Both the voices felt a tad robotic to me but they were pretty easy to understand and spoke at a decent pace. It was a little jarring to have the voice switch mid call and when the man said “Welcome to Murfreesboro’s pay-by-phone system,” I realized I had been redirected to a different IVR. 212812