In this YouTube demo, J.C. Novoa uses an online dashboard to dispute a June utility bill of $264.03. He initiates a bot interaction, requests a human agent, and enables outage/account notifications (email or text). A virtual agent takes over, confirms the dispute, and gathers information to schedule a technician visit, asking about meter location and pet safety. Novoa confirms the need for an adult presence and opts to schedule via an online visual IVR form rather than touchtone. The system confirms an appointment for September 6, 2018 at 9:00 AM and acknowledges that the bill dispute has been submitted for review.
Chapters
So right now I'm connected to my dashboard and I'm reviewing my bill and I will interact with the bot because I don't think the Bill is accurate. So when I dispute the balance of my bill, which right now is $264.03, say month of June, yes. I would like to talk to an agent instead. While I wait for the call, I'm going to turn on notifications because I should have been notified about this bill. I want to receive an email or a text message whenever there's an outage or there's an account problem, like an overdue bill. Say yes. Now I'm getting a Call from a virtual agent, agentless interaction.
Hello, Mr. Novoa. I understand you need help disputing your Dune bill for $264.03. We will need to send a technician to your house. In order to schedule the appointment, we need to ask you a few questions. Say continue to answer these questions now. Continue. Is the meter inside a gated area? Yes. Are there any pets that need to be secured prior to the appointment?
Yes.
Okay, it seems that this appointment requires that someone over the age of 18 be present. Would you like to schedule your appointment now via an online form?
Yes.
Thank you. We now have all the information necessary to plan the technician visit. You will get a text shortly to schedule an appointment with a technician. Please take your time to complete appointment.
So I'm going to be put on hold. I'm going to simulate logging into my account and picking a date and a time. For my appointment. Well, I'm on hold. It's just much easier to do it via visual IVR than touchtone.
Okay, your appointment has now been scheduled on September 6th, 2018 at 9:00 AM. Your dispute for your June bill, $264.03, has been submitted for review.
