Improving the IVR Bill Pay Experience

Wondering how you can begin improving the IVR bill pay experience?

In 2017, ComEd’s Interactive Voice Response (IVR) team introduced a series of enhancements to the most frequently performed transaction in its IVR – make a payment. The improvements, implemented from May through December 2017, substantially increased the IVR’s self-service bill payment success rate. Average IVR call length decreased and the IVR containment rate increased, resulting in fewer calls to the care center and higher customer satisfaction with paying through the IVR.


  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.