With the proliferation of data-enabling technologies, customers are demanding more sophisticated methods of engaging with utilities to fulfill their service needs. kurteus™ helps utilities provide their customers with the information they need, in the right context, with the required tools to ensure an enjoyable and productive self-service experience.

The self-service functionality is fully-integrated with the Talkonimics™ Process, allowing utilities to proactively identify and fulfill individual customer service needs. This is inherently different than most self-service models, where it is incumbent upon the customer to seek-out services on their own when a need arises.

Each customer interaction is based on a four-point feedback loop. This feedback loop provides a customer experience that makes self-service simple and accessible. Action-inspiring information is provided in the right context along with the tools that allow the customer to take action in that moment.

The customer experience remains constant across all channels, regardless of whether the customer initiates the conversation, or the utility does.

Information

It is impossible to deliver an effective customer experience if you can’t provide the information needed to take action. Upon every interaction, kurteus™ dynamically generates a message containing customized information for the customer to know where they stand and what their options are.

Relevance

Information is just information until it’s put in the right context. kurteus™ uses a proprietary information design method to turn customer data into relevant information, which serves as an incentive for action.

The information and message remains constant regardless of communication channel. Relevancy of information is maximized since kurteus™ can be configured to communicate with customers in their preferred language over their preferred channel.

Consequence

Even the most compelling information won’t inspire action without a goal. Upon each customer interaction, kurteus™ clearly communicates the consequences of inaction. This way, the customer has a goal to compel them into action: avoiding the stated consequences.

Action

A customer has to be able to take action at the same moment and over the same channel that the information is presented to them. If a customer has to get information from one medium and take action over another, the opportunity is lost.

kurteus™ anticipates customers’ service needs, proactively offering the most pertinent options from our self-management application suite. This way, a customer can take action mid-conversation, driven by the information they are receiving. Once the customer takes action, kurteus™ reassesses his/her status on the fly, continuing the conversation with new information, new context and new service options.