An agent for a water, power or gas provider's customers. After checking who is asking, it answers account questions from your billing system, takes a meter reading or a report of an outage, explains planned works, and routes billing disputes and vulnerable customers to your team.

A utility hears from most of its customers only when something is wrong: a bill that looks too high, the power out, a move. Call volumes multiply during an outage, when the information customers want, is it known and when will it be fixed, already exists in the operations room. Routine tasks such as submitting a reading or closing an account take a call because the self-service route is hard to find.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the per-record identity check, the lookups and the handover that run in our customer support demonstration on test data. Billing and outage data, meter readings and connection to a utility's systems are not built.

02Today

Where the Time Goes Now

Outage calls by the thousand

Everyone asks the same question at once.

A bill nobody explains

The amount doubled and the reason is in the meter data.

Readings by phone

A number is read out and typed in, with errors.

Moving in and out

Opening and closing an account takes several calls.

Vulnerable customers in the queue

Someone who depends on supply waits like everyone else.

Emergencies misrouted

A gas smell is reported through the billing line.

03In practice

How One Request Moves Through

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

Customer writes

A customer asks why this month's electricity bill is so much higher.

Identity checked

Their account number and the check you define confirm who they are.

Bill explained

The bill used an actual reading after three estimated ones. The agent shows the comparison.

Reading taken

The customer submits today's reading with a photo. It is plausible and is recorded.

Dispute routed

They still dispute the amount. A case goes to billing with the readings attached.

Outage answered

Later, during a storm, their address shows a known outage with the published estimate.

04Utility service agent

Six jobs it carries through

Identity and account

Confirms who is asking.

Account and identity check you define
Each account checked separately
Details shared only after that
Stops after repeated failures

Works inBilling system

Where it stopsAccount details are never shared before the check.

Bill explanation

Explains a bill from the data.

Consumption against earlier periods
Estimated or actual readings
Tariff and charges as billed
What changed

Works inBilling, meter data

Where it stopsIt explains what was billed. It does not adjust it.

Meter readings

Takes a reading properly.

The meter identified
The reading checked for plausibility
A photo where you allow it
Recorded once

Works inMeter data system

Where it stopsAn implausible reading is questioned, not rejected or forced in.

Outage information

Answers from your operations data.

Known outages by address
The restoration estimate you publish
Planned works
New reports logged with location

Works inOutage management

Where it stopsIt gives the estimate your operations team published.

Service requests

Handles routine requests.

Moving in and moving out
Payment arrangements you allow
Meter and connection requests
Passed on with what the team needs

Works inCustomer system

Where it stopsPayment plans and exceptions are decided by people.

Priority routing

Recognises what must not wait.

Safety emergencies by your rules
Customers on your priority register
Disputes and complaints
Sent to the right team at once

Works inEmergency line, team queues

Where it stopsA safety report goes to your emergency process immediately.

→Request a quote

What We Need to Scope This

The process as it runs today, in a few lines.
The systems it touches, for example billing, meter data, outage management, customer channels.
Rough monthly volume, and who approves what.

Request a quote Book a 30-minute callA quote starts from a written scope, so that the figure means something.

05Operating boundaries

Safety Reports Never Wait, and Bills Are Explained, Not Changed

A report of a gas smell, a fallen line or flooding is recognised by your rules and passed to your emergency process at once, with only the safety wording you approved. The agent does not assess danger.

It explains a bill from the data and takes readings. It does not change a bill, agree a payment plan or disconnect anyone. Customers on your priority register are routed to people.

Identity checked per account
Emergencies sent to your emergency process
Published outage estimates only
Bills explained, never adjusted
Priority customers routed to people
A record of every reading

06Systems

Where It Connects

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

Billing

Your customer information and billing system

Meter data

Readings and consumption history

Outage management

Known outages, estimates and planned works

Customer channels

App
WhatsApp
web
phone

Priority register

Customers who need priority service

Emergency process

Your safety and emergency line

07Questions

Asked Before the First Call

What happens when someone reports an emergency?

It is recognised from your rules and handed to your emergency process immediately, by the route you define. The customer receives the safety instructions you approved. The agent does not try to handle it.

How is this different from the telecom troubleshooting agent?

Telecom faults are diagnosed step by step with the customer's own equipment. Utility service is mostly about accounts, readings, bills and outages on a network the customer cannot touch.

Can it set up payment plans?

It can take the request, with the facts your team needs, and tell the customer what happens next. Agreeing a plan, and any decision about supply, stays with your staff and the rules you work under.

What exists today?

Not as software yet. This page describes a proposed workflow. It would reuse the per-record identity check, the lookups and the handover that run in our customer support demonstration on test data. Billing and outage data, meter readings and connection to a utility's systems are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

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Sort Last Month's Contacts by Reason

Bills, readings, outages and moves usually make up most of them, and each has a different answer.

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Response within 24 hoursFree consultation and scopingNDA available on request