PSE is the first utility to deliver V-IVR for customers
Briana assisted PSE in the launch of a new customer-facing visual IVR system (V-IVR) at the end of February. The V-IVR solution offers a new channel for self-service so PSE can provide more customers the opportunity to resolve their requests quickly.
The interface supports PSE's call center, uses mobile device recognition and allows customers to opt-in to a visual self-service experience while calling from a smartphone. Customers who opt-in receive a text message with a link to the V-IVR experience, which allows them to complete a number of standard transactions.
Briana led copywriting and editing efforts for the development team, generating new copy for the app's process flow descriptions, error messages, form fields, popup messages, confirmation pages and more.