The infographic outlines IntelliResponse's success at meeting New Brunswick Power's goals: providing more self-service options, consistent information across all channels, reduce the number of interactions on the higher cost channels and evolve the CSR role.

1. IntelliResponse Success Story:
NB Power is a Crown corporation serving over 370,000 customers
NB Power’s Goals
Provide more
self-serve options
90%
Consistent information
across all channels
Reduce the number of
interactions on the higher cost
channels
Evolve the CSR Role
Correct
Answer Estimate
15,712
QUESTIONS
Even with 38% increase in web usage, NB
power has been able to reduce the number
of customer service reps by 20 agents
answered in the
first 5 months
2011 E-Source
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