Typical Implementation

Meter Reading can be used for a range of customer applications:

• A number of utility companies currently deploy Fluency Meter Reading to capture readings from existing users.
• Customers can choose whether or not they wish to capture details such as the date of the reading, and the reason for it.
• When combined with Fluency Contact Capture, Meter Reading can cater for the needs of callers who have moved premises and need to provide an opening or closing reading. This combination of functionality can also be used to capture readings from new customers.
• Meter Reading supports both domestic requirements, where a caller typically has one just one meter per utility used, and commercial requirements, where several meters might be attached to one account.

Key Features & Benefits

• The Fluency Meter Reading application supports Gas, Electricity and Water Meter formats.
• In the case of UK Electricity Meters, both standard and Economy 7 formats are supported.
• The time taken to capture the information is reduced, typically by 40 to 80%.
• Agent time is freed up to work on higher value activities.
• “Always On” availability allows callers to query the availability of their product 24 x 7.

Application Configuration

The following options can be configured in Meter Reading via the VSA Management Console

• Meter Reading can be configured to collect either one reading or multiple readings from a particular account number.
• A Meter Identifier can be configured, containing details on the Meter type, the minimum and maximum number of digits that need to be collected, and the minimum and maximum possible readings.
• In terms of the Meter Reading itself, the application can be configured to collect the whole digits, the fractions, or both.
• The caller has a number of options when providing the reason for the reading. These include receiving a card, receiving an estimated bill, and providing an opening or closing reading.
• Data relating to the Meter Identifier can be uploaded via the VSA Management Console.
• Meter Reading is designed to work in conjunction with Fluency’s IDVS application, which is used to capture the caller’s account number.
• Additional call flows can be set up in response to changing business requirements.

Deployment Options

Meter Reading is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.