Electricity customer AI agent
An electricity utility AI agent handles the contacts that dominate a discom's queue: bill explanations and disputes, payments and payment plans, outage reporting and restoration status, new connection and load-change applications, meter and tariff questions. During storms and mass outages it absorbs the spike instantly, keeping every customer informed while field crews focus on restoration.
Elastic
capacity during storm and outage spikes
Fewer
long high-bill dispute calls
24/7
self-service for payments and applications
The problem today
- Storm and outage events flood the contact centre far beyond any staffing plan.
- High-bill disputes take long calls that mostly need a clear tariff and consumption explanation.
- New connection and name-change applications stall in paperwork and status calls.
Who it is for
Utilities teams running electric who want the customer journey automated end-to-end.
The agent ships pre-trained on utilities workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.
How it works
Connect billing & outage systems
CIS, billing, metering and OMS data feed the agent for account-level answers.
Resolve the contact
Bill breakdowns, payments, outage reports and applications completed in conversation.
Broadcast during events
Proactive outage and restoration updates go out at scale on the customer's channel.
Escalate safety
Live wires, sparking and hazard reports are prioritised straight to field dispatch.
What the agent does
Bill explanation & payment
Line-by-line breakdown, tariff and slab explanation, payment links and instalment plans.
Outage handling
Reporting, area status, ETR updates and proactive restoration notifications.
New connections
Eligibility, documents, application status and load-change requests end-to-end.
Meter services
Reading submission, meter fault reporting and replacement scheduling.
Frequently asked questions
Can it handle mass outage events?
Yes. It scales instantly and pushes proactive area-level updates so customers stop calling to ask.
Does it take payments?
It shares secure payment links and can set up instalment plans through your existing gateway.
How are safety reports treated?
Hazard intents bypass the queue and go directly to field dispatch with location captured.
Which systems does it need?
CIS/billing, metering and outage management, connected through APIs or middleware.
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