NYSEG and RG&E Deploy New Technology to Enhance Customer Interactions
Call IQ provides insight to help achieve faster resolutions
In recognition of Customer Service Week, Companies highlight innovative tools to improve the customer experience
BINGHAMTON, N.Y. — October 6, 2026 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) have deployed a new advanced analytics tool called Call IQ in an effort to continually achieve faster resolutions and enhance customer interactions. The tool provides insight into customer service calls, helping supervisors identify opportunities and improve overall customer service.
“This technology helps us understand what’s working well so we can apply those insights to future calls and resolve more customer needs the first time they contact us,” said Christine Alexander, NYSEG and RG&E Vice President of Customer Service. “Our goal is to provide customers with the help they need quickly and effectively and deliver a better overall customer experience.”
Every customer service call is reviewed using Call IQ, which transcribes conversations and helps supervisors assess the overall customer experience. The platform identifies whether the tone of a call is positive or negative, categorizes the reason for the interaction—such as billing inquiries or meter-related questions—and generates a summary of the conversation. It also tracks whether the customer’s issue was resolved and assigns an urgency level, helping supervisors quickly identify calls that may require additional attention or follow-up.
The tool also provides insight into areas where the interaction could have been handled more effectively, giving supervisors valuable coaching opportunities. By identifying gaps in the customer experience, supervisors can work with representatives to reinforce best practices, address issues, and improve performance. This continuous feedback helps ensure representatives are better equipped to resolve customer concerns accurately and efficiently, leading to faster resolutions and a more positive experience with every call.
NYSEG and RG&E remain focused on enhancing the customer experience through continued investment in digital tools and technologies that make it easier for customers to access the information they need and interact with the Companies.
The adoption of Call IQ builds on previous efforts such as when Ava was launched in 2024. This cutting-edge technology answers frequently asked questions, including those concerning a customer’s bill balance, bill delays, payment arrangement or budget billing, meter reading, understanding the bill, service start or end process, power outage support, and My Account assistance, providing quick responses and reducing call center wait times.
By combining innovative solutions with a commitment to continuous improvement, the Companies are creating a more seamless, accessible, and responsive experience for customers—while continuing to strengthen service and build trust in the communities they serve.
Media Contact
Alexis Arnold