Yes 3.70 Account Balance 65 3 Residential customers » Billing and payment matters » For balance due, last payment received, or a duplicate bill » [Entered account number] » [Entered last 4 digits of phone number] Hybrid: Press or say system (Ex: Press 1 or say “one”) No
task_c_idahopower_0.mp3 Off
You want to find out the current balance on your account. Off Navigation 4 While the navigation process was clear, I think it was a bit long. I had go through three menus and authenticate twice to get my balance. I think maybe the business/residential menu at the beginning could be cut out, since entering my account number should tell the IVR that information anyway. In the first menu, billing and payment was listed second to outages and emergencies, which made this easy to find and move to the next step. "Balance due" on the next menu was also clear to me and took me to what I was looking for. 210783 Functionality 3 I found the menu options clear and easy to understand, and I liked that billing was prioritized within the system. This made it easy to make selections and move quickly to my end destination. I think the authentication part of the IVR was a bit confusing. I entered my account number and was told my phone number didn't match the account. I had to then input the last four digits of my primary number from my account, which could be a potential roadblock if the customer wasn't sure which phone number that was. The stringent security was also a little jarring--I'm not sure what exactly someone up to nefarious purposes would be able achieve in an IVR. I entered the primary number and then there was a several-second silent pause which made me think I had done something wrong or had been kicked off the IVR. I also didn't think it was necessary for me to specify if I was a business or residential customer if I had to input my account number anyway--I suppose they probably hear different menu options, but from a customer perspective it just feels like an extra obstacle before I can get to what I need. 210783 Delivery 4 The voice was almost completely consistent throughout and the text was spoken slowly and clearly. The voice did sound kind of robotic, though. It actually reminded me of the emergency alert voice you hear on the radio and tv during tornados and disasters, so something a bit warmer and friendlier would be nice. When the IVR told me my last payment amount ("one hundred and ten dollars and zero cents"), this was a different voice speaking. It's hardly noticeable, but it did switch for a couple of seconds. 210783