Peaks with every billing cycle
When bills go out, or when prices change, calls multiply for days with very similar questions: why has it gone up, what is this charge, when is it taken.
AI call handling for energy suppliers and utilities
AI call handling for gas and electricity suppliers and water companies that deals, without a queue, with what comes up most: explaining a bill, taking a meter reading, processing a change of tenancy or reporting a supply interruption.
What fills a supplier’s phone lines today
Low-value, high-volume admin
Changes of tenancy, bank account or payment details, and meter readings. They are simple tasks that tie up human agents at a high cost per call.
Power cuts that jam the line
A supply interruption in one neighbourhood brings hundreds of calls in minutes, and customers with other matters can’t get through.
What AI call handling does in your energy business
The AI voice agent knows your tariffs and processes and, connected to your systems via webhook, identifies the customer and their account so it can resolve the request during the call.
In energy and utilities, call volumes are huge and very predictable: most are billing queries, account changes and outage reports that follow the same script every time. AI call handling for energy suppliers resolves those calls from start to finish, at any hour and without a queue, and leaves your human team the cases of arrears, complaints or vulnerability that really need a person. That way you absorb billing peaks without adding headcount and cut your cost per contact in a way you can measure.
Explains bills
It identifies the customer, checks their latest bill via webhook and explains the charges, the billing period, the usage and the payment date.
Takes readings and handles changes
Meter readings, changes of tenancy, of bank account or of payment details and new supply sign-ups, logged directly in your system.
Reports cuts and incidents
With your incident system connected, it tells the customer whether there is an interruption in their area and the expected restoration time, and sends emergencies to the emergency line.
Outbound campaigns
Over your SIP trunk it can chase outstanding meter readings, remind customers of missed payments or tell your whole customer base about tariff changes.
What a call sounds like
This example is illustrative: the amounts, tariffs and timescales come from your systems and your own terms.
How to get started
- Create the agent from your website and your tariff and process documentation.
- Connect your CRM, your billing system and your incident system via webhook.
- Put it in front of your customer service line over a SIP trunk and define which cases go to your team.
CallerHello, my latest electricity bill is a lot higher than usual.
AgentLet’s take a look at it. Could I have the account number, please?
CallerIt’s 70438192.
AgentThank you. The bill is £92, compared with £61 last month. The difference comes from usage: it has gone up from 210 to 330 kilowatt hours, which often matches using the heating more. The unit rate on your tariff hasn’t changed.
CallerAh, I see. And could I pay it in two instalments?
AgentI’ll log a request to spread the payment, and one of our advisers will confirm the terms within 48 hours. Is it all right for them to call you on this number?
Frequently asked questions
How does it absorb billing peaks?
It takes as many calls at once as the simultaneous calls you have signed up for, and scales with your volume without hiring or training anyone.
What does it do with vulnerable customers or arrears?
You tell it how to recognise those cases, and it transfers them to your specialist team with a summary of the call instead of handling them itself.
Does it answer in other languages?
Yes. You can have an agent for every language you serve, each with its own voice, without needing a separate team for each language.
Does it also work for water or gas companies?
Yes. The processes are very similar: readings, bills, changes of tenancy and supply interruption reports. The agent is set up with yours.
Other industries
Try it with your own operation
We build an agent from your website in a couple of minutes, so you can hear it answering your calls.
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