When the power goes out, answers stay on.

AI agents are human-like virtual agents, built on conversational and generative AI, that automate customer service across chat and voice. They deliver instant, personal support in over 100 languages and integrate with enterprise systems. They come with industry-specific skills and emotional intelligence, use your service knowledge and processes, and work alongside human agents with real-time assistance, knowledge lookups, next best actions and sentiment analysis.

AI agents handle billing questions, payments and outage reports on chat, voice and email, 24/7. During outages they manage the surge, give real-time updates and notify customers of restoration times. They also handle service requests, plan changes and payment reminders, and use customer data for usage insights and tailored recommendations, in many languages.

Conversational AI in utilities uses natural language understanding (NLU) and large language models (LLMs) for human-like conversations on chat, voice and digital channels. It automates billing questions, payments and outage updates, 24/7 and in many languages, and is most valuable at peaks such as outages and extreme weather.

Utilities handle high volumes of repetitive questions about bills, outages and accounts. AI agents answer them instantly and consistently on every channel, 24/7, absorb the surge during outages and process routine transactions like bill payments and service changes, freeing human agents for complex work. They integrate with enterprise systems to personalize every answer.