Yes 4.00 Last Payment Received 95 1 [Entered account number] » "Most recent payment" » "Account information" Speech recognition: Open response system (Ex: IVR asks “What would you like to do?”) Yes
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You want to confirm that the utility received your most recent payment. Off Navigation 3 Navigation was pretty smooth overall, but I stumbled during a couple parts of the call. Entering the account info at the beginning made it really fast when I did end up at the correct location. The voice recognition threw me off a little bit. When she said "How can I help you today?" I wasn't sure if I was supposed to speak or if the IVR was going to list some options for me so I let the silence linger for a moment. When I did say what I wanted, the IVR wouldn't accept "Most recent payment" as a valid option so I was given some other choices. I wasn't positive account Info was exactly what I was looking for but I went with it and it gave me exactly what I was looking for. I would have felt more confident in my selection if the IVR provided examples of what I could find by selecting account information. 210053 Functionality 4 Overall I think it was pretty easy to use. I think I prefer entering a number rather than speaking to the IVR because I wasn't sure exactly what to say. If you did say something that wasn't recognized, the follow-up prompts were helpful. Once I got to the right place, I was given exactly what I needed so that was easy. I think entering the account info right off the bat added to the functionality later on in the process. 210053 Delivery 5 The voice was consistent throughout and was very easy to understand. I liked that she thanked me for my prompt payments. 210053