June 4, 2007
You won't even know you're talking to a robot
By Cory Hopkins
NStar customers, don't let your ears fool you - when you call the gas and electric utility for service, you are indeed talking to a robot.
NStar and AT&T today announced a new four year, $3 million deal that will provide NStar service centers with AT&T's VoiceTone product that will "enhance the customer-calling experience by replacing time-consuming menus and touch-tone prompts with conversational interactions," according to a joint release.
With the new system, customers can ask questions and make requests and receive accurate, "natural-voice" responses, the statement said.
"Providing our customers with support that is easily accessible, accurate and efficient is extremely important to us," sadi Gene Zimon, chief information officer for NStar. "AT&T's VoiceTone is an innovative solution that not only enables us to better serve and build stronger relationships with our customers, but also creates cost-reducing efficiences throughout our customer service department."
NStar is the largest Massachusetts-based, investor-owned electric and gas utility, serving more than one million electric customers and 300,000 gas customers in 81 communities in the eastern and central parts of the state.
NStar and AT&T today announced a new four year, $3 million deal that will provide NStar service centers with AT&T's VoiceTone product that will "enhance the customer-calling experience by replacing time-consuming menus and touch-tone prompts with conversational interactions," according to a joint release.
With the new system, customers can ask questions and make requests and receive accurate, "natural-voice" responses, the statement said.
"Providing our customers with support that is easily accessible, accurate and efficient is extremely important to us," sadi Gene Zimon, chief information officer for NStar. "AT&T's VoiceTone is an innovative solution that not only enables us to better serve and build stronger relationships with our customers, but also creates cost-reducing efficiences throughout our customer service department."
NStar is the largest Massachusetts-based, investor-owned electric and gas utility, serving more than one million electric customers and 300,000 gas customers in 81 communities in the eastern and central parts of the state.
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