Yes Disconnect Status and Reconnect Service Hybrid: Press or say system (Ex: Press 1 or say “one”) No

task_j_pseg.mp3 Off

Fri, 09/02/2016 - 12:00 This scenario involves two different tasks. 1. You still haven’t paid your utility bill after receiving warnings that your power will be turned off if you don’t pay. You want to call your utility and find out whether and when your power is going to be turned off. 2. Once your power is turned off due to nonpayment, you want to find out how to have your power turned back on. Off Navigation Anonymous I first entered my account information which was easy --> I was asked to say what I needed --> tried "will power be turned off?" --> IVR thought I was trying to report a power outage --> said "power shut down?" --> again thought I was trying to report an outage --> IVR listed a numbered menu for me so I tried the "Account and Service Changes" option --> only gave me choices about start/stop/transfer service or changing my phone number --> said I was looking for something else and was transferred to customer service which was a short wait.

Having to tell the IVR what I wanted was difficult for this option as I wasn't really sure what wording to use. The IVR had a hard time figuring out what I needed from my attempts to tell it. It kept thinking my power was out, though it did quickly verify if that was what I needed and quickly let me try again when I said no. None of the seven menu options listed at the end sounded like what I needed so I guessed. I did appreciate that I was transferred to a CSR after three failed attempts instead of having to keep guessing where to go. 210059