Real-Time Agent Assist Demo

[0:00]

Agent

Hey, thanks for calling Creovai Power customer service. My name's Jack. How can I help today?

[0:16]

Customer

Hi Jack. Yeah, I'm having some serious financial problems at the moment. I'm really struggling to pay my latest bill.

[0:22]

Agent

Oh, I'm really sorry to hear that. I'm going to work with you to do everything we can to help. First, we need to go through an identification check, and then I'll see what I can do to assist you with your payment issues. How does that sound?

[0:38]

Customer

Yeah, thank you. I appreciate that.

[0:41]

Agent

Alright, to access your details, I just need to go through some security questions. Can I start by taking your account number?

[0:47]

Customer

Yeah, it's 28699487.

[0:56]

Agent

Brilliant. Alright, so Mr. Will Jackson, could you confirm your address and zip code for me?

[1:04]

Customer

Sure. My address is 740 Park Avenue, Cleveland, and the zip code is 44108.

[1:11]

Agent

Perfect. And finally, could you confirm your telephone number?

[1:14]

Customer

Yeah, it's (216) 824-3100.

[1:19]

Agent

Great, we've completed the identification check. I have your details in front of me now. I see that you have an account balance of -$405.24 and you're currently paying a direct debit of $350 per month. Is that correct?

[1:38]

Customer

Yeah, sadly that is the case.

[1:41]

Agent

I can see the struggle there. I'm going to do everything I can to help. Since you have a debit balance, what we can’t do is actually reduce your direct debit payments, but there are some support options that we’ve got available. So to make sure we're not going to make things worse in the long run, I'm going to see if there's a tariff we could switch you over to that would actually reduce your ongoing costs.

[2:01]

Customer

I appreciate that.

[2:03]

Agent

I have three options in front of me. The one that’s drawing my eye that would be best for you is our Pledge Tracker. This is a 12-month minimum term Pledge Tracker. The tariff actually comes with a $50 savings credit and that’s applied to both your fuel lines, so electricity and gas. So that’ll bring down your direct debit payments by $50, so you'd only be paying $300 on that. The only thing you'd have to confirm is that you’d have a smart meter installed where eligible, and your address is eligible for the smart meter on this tariff.

[2:40]

Customer

Yeah, I don’t want a smart meter.

[2:42]

Agent

Okay, well the smart meter is definitely worth getting. They're free and can help you save money and energy. As long as you ensure you act on the information from your smart meter, you could actually cut your usage and bills. 86% of smart meter users say they've changed their habits to use less energy.

[2:59]

Customer

I just don’t see how it's helping me save money.

[3:04]

Agent

Sure. Well it’s not going to automatically lower your bill, but what it will give you is the capability to cut down your bills down because it allows you to monitor your usage, and you might be surprised by some of the things that are costing you. You can make some quick changes across the day, week, or month, which is going to lower that number on your display, and  that will make much bigger reductions in the long term.

[3:28]

Customer

Oh, I didn’t realize that. That’s good to know.

[3:33]

Agent

If you're happy to switch to that tariff, it will update immediately, and you'll be tied into the 12-month minimum term. Is that okay?

[3:41]

Customer

Yeah, that’s perfect.

[3:44]

Agent

Alright, that's been authorized, and we'll send you the associated documentation by email as you’re paying by direct debit. I can go through the direct debit guarantee with you now, or I can actually send it by email for you to review later. It’s up to you.

[3:59]

Customer

‍I’ll read it on my own time. Thank you.

[4:02]

Agent

‍Okay, I’ll send that via email. One last thing to mention is that it’s worth making sure you claim everything you’re entitled to because of what you told me about at the start. What I would highly recommend is checking out some additional grants and schemes authorized by the government to subsidize or offset high energy bills. I can't advise on this myself, but the confidential help line 211 can help connect you with local resources for financial assistance, and I'd strongly recommend you give those guys a call.

[4:29]

Customer

‍Thanks, Jack. I appreciate you highlighting that.

[4:34]

Agent

Alright, Will, so I’m just going to send that document over now. Am I okay to send it to the email on file? That’s will.jackson55@gmail.com.

[4:42]

Customer

Yes, that’s the one. Thanks.

[4:44]

Agent

Alright, those will be with you shortly. Again, you've been speaking with Jack today. Sorry I can't do more, but I hope I made you a bit happier. Just do reach out again if there are any other changes in your circumstances or if you've got any further questions about your account. Is there anything else I can help you with?

[4:58]

Customer

No, thank you so much for your support today, Jack.

[5:02]

Agent

Alright, Will. Have a good day.

[5:05]

Customer

Take care. Bye.