energy & utilities

Energy and utility customer service outsourcing

AI agents handle outage reports, billing disputes, and service transfers in 65+ languages, with trained specialists for complex rate cases and safety concerns.

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Expansive solar farm with wind turbines in the background under a clear blue sky.

how it plays out

Real contacts, minute by minute.

Phone Spanish

"My power has been out for two hours"

Outage report during severe weather event

AI confirmed outage in caller's service area from grid data
Provided estimated restoration time from field crew updates
Checked if caller has medical equipment requiring priority
Sent SMS updates as restoration progressed

Caller informed immediately no hold time

Web Chat Mandarin

"Why is my bill so much higher this month?"

Billing spike inquiry from residential customer

AI pulled usage comparison for current vs. prior months
Identified seasonal usage increase and rate tier change
Explained tiered pricing structure in Mandarin
Offered enrollment in budget billing or payment plan

Billing explained dispute avoided

Email Korean

"I'm moving and need to transfer my service"

Service transfer for relocating customer

AI verified account and confirmed new address in service territory
Scheduled disconnect at old address and connect at new
Calculated final bill proration for current address
Sent confirmation with both service dates and deposit info

Transfer scheduled smooth transition

SMS English

"I smell gas near a meter outside"

Safety report requiring immediate response

AI immediately flagged as safety priority
Provided evacuation guidance: leave area, no flames or switches
Dispatched emergency gas crew to reported location
Transferred to safety specialist for real-time guidance

Emergency crew dispatched safety protocol activated

the team behind it

Faces, not a queue.

real members of the global team

Utility-Trained Specialists

Rate case analysis, payment arrangements, and hardship program enrollment
Safety protocol training for gas leaks, downed lines, and outage triage
Bilingual support for regulatory filings and service territory questions

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep outage reports and account requests on separate routes

An outage report, a disputed meter reading and a move-in request need different information and different owners. Scope those queues around your service territory and the systems your agents are allowed to use.

For utility intake, HeroDash custom fields can hold the service address, account reference, reported event time and request category. Event-based ticket triggers can assign the case and notify the agreed owner. Its time-based automations scan hourly, so urgent safety reports need your immediate escalation procedure rather than a scheduled reminder.

Approve the outage messages agents may share and specify who updates restoration estimates. Account changes, payment arrangements and field-service bookings need their own authorization rules. Test the process with a surge of outage enquiries and an account exception before agreeing a launch plan.

what comes off the call

The utility enquiry record

Configure separate request categories so account work and outage reports reach the right owner.

Service address, service area and verified account reference
Outage, billing, meter or service-change request category
Reported event time and the customer’s description

Approved status source checked and time of the latest update
Escalation contact, action taken and acknowledgment
Account authorization or field-service handoff status

Related municipal workflows: water utility customer support.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can support provide outage restoration estimates?

Agents relay the current estimate from the utility’s approved source and record when it was checked. If the source has no estimate, the response should say so. Engineering and field operations own restoration forecasts.

How should urgent safety reports be handled?

Agree the utility’s immediate escalation instructions and test the handoff before launch. A ticket records the report and actions taken; scheduled follow-up automation is not the emergency response route. Safety instructions must come from the utility’s approved procedure.

compliance

Energy & Utility Compliance

NERC CIP awareness
PUC/PSC regulatory protocol adherence
PII and account data protection
Emergency dispatch integration protocols

also worth reading

start

Scope your outage and account-support queues

Bring your escalation procedure and billing enquiry categories. We will map coverage, data access and handoffs.

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