Yes 3.70 Payment Arrangements 14 1 For account balance, billing and payment options, payment notifications, and arrangements, or to submit a meter reading » Please enter or say the street number of your home or business » To enter your account number » Please enter your 14-digit account number » To continue » If your account is past due and you need more time to pay your bill Hybrid: Press or say system (Ex: Press 1 or say “one”) Yes
task_g_uniongas_1.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 3 Navigation choices were clear, but seemed to lack a cohesive path. I think it is redundant to have to first confirm I will input account number, then enter it. One simple command to enter the account number would have sufficed. The pre-authentication menu offer a conglomerate of choices in one option. Then there's authentication; then some delineation. I felt disquieted (but not overly distressed) that it was broken up and would prefer the first set of menus delineate down to a specific task before authentication begins. Following the "arrangements" path and hearing language about "need more time to pay your bill" gave me the impression I could complete both tasks. This is an assumption; I could not go forward in the automated system to be sure 210236 Functionality 3 For the most part, I think this IVR is a good effort, but a couple of items nag me. Generally, I like systems that use the phone I'm calling from to quickly find the account; this system, however, asks for the street number on the assumption the phone is associated with the account, and only then asks for account number. I felt rebuked and defensive when the message admonished me to update my account with the phone number, making no allowance for calling from an external line. Keep the phone recognition; just frame it kindly. I prefer a simple query, "Are you calling from the phone number associated with your account?" 210236 Delivery 5 The voice was consistent, strong and clear, with good enunciation. Pacing seemed just right. 210236