Yes
3.30
Account Balance
95
5
For everything else » To access your account using your account number » Yes » Yes » Balance Information
Hybrid: Press or say system (Ex: Press 1 or say “one”)
No
checkaccountbalance_c_peco_1_0_2.mp3
Off
You want to find out the current balance on your account.
Off
Navigation
3
It was fairly easy to navigate, but I was expecting a category on account information, not billing information, where I could check my account balance. I was also expecting this information to be in the main menu, and for the IVR not to ask for my account information first. It would have been better if it was placed as an option after the Outage option.
211196
Functionality
3
Overall, I found it frustrating to check my account balance. There were several options of how I could access my account, which was nice, but I found it abrupt when the IVR switched between entering numbers and answering verbally and would have preferred it stay consistent.
There were clear prompts with clear choices, and the first time I called and I did not select billing information, I was immediately transferred to an agent. I was a bit frustrated that there was no attempt to try and find the account information, when it seemed like a task the IVR could easily handle. For someone who speaks the same language as PECO, it would make an excellent system. However, for someone who might have a different name for the same information that is already available, I believe there is room for improvement. Perhaps after asking for account balance, the voice could say, “Did you want to access billing information, that includes account balance?”
I did have to repeat saying “yes” when prompted for a yes or no answer because I answered before the voice finished detailing the instructions, and then had to sit through the voice repeating the instructions and waited until the end to answer, which was frustrating. When I finally got to account balance, I was read a statement of all my activities, in a clear manner. 211196 Delivery 4 I found the voice to be slightly frustrating with the length of the pauses, but I had no problems understanding the voice. There were two instances where the voice started to say something and then quickly cut itself off, but because it was so quick it did not impact my ability to understand the voice. I would suggest looking in to that. 211196
There were clear prompts with clear choices, and the first time I called and I did not select billing information, I was immediately transferred to an agent. I was a bit frustrated that there was no attempt to try and find the account information, when it seemed like a task the IVR could easily handle. For someone who speaks the same language as PECO, it would make an excellent system. However, for someone who might have a different name for the same information that is already available, I believe there is room for improvement. Perhaps after asking for account balance, the voice could say, “Did you want to access billing information, that includes account balance?”
I did have to repeat saying “yes” when prompted for a yes or no answer because I answered before the voice finished detailing the instructions, and then had to sit through the voice repeating the instructions and waited until the end to answer, which was frustrating. When I finally got to account balance, I was read a statement of all my activities, in a clear manner. 211196 Delivery 4 I found the voice to be slightly frustrating with the length of the pauses, but I had no problems understanding the voice. There were two instances where the voice started to say something and then quickly cut itself off, but because it was so quick it did not impact my ability to understand the voice. I would suggest looking in to that. 211196