Outage report handling
Reports are clustered by feeder, one OSS ticket is raised and everyone affected hears before the crew leaves.
Outage report handling is an agent scenario in the Energy & Utilities sector running on the voice, app, whatsapp, web channels. Trigger: Voice call to the 186 line or an outage report in the app. The Outage Supervisor coordinates 4 specialist agents (Voice Agent, Report Agent, Clustering Agent, Comms Agent) across 5 systems (Customer CRM / Billing, SCADA / Historian, Network OSS, WhatsApp Business API, SMS Gateway); of 10 steps, 1 write to systems and 2 are checks or approvals. Outcome: One OSS ticket raised, crew dispatched, affected customers got an ETA and a closure message. Approval rule: Mass notification > 1,000 customers → control room dispatcher approval.
Outage report handling
- Call to the 186 line: "no power since 20:15", caller verified by phone number
- Transcribed (38 s); intent: outage report; address: Kadıköy, Moda Cad.
- Meter 4020-77812 on feeder KD-17; 3 more reports from the same feeder in 12 min
- SCADA: breaker on KD-17 tripped at 20:14, 1,840 customers affected
- Reports clustered into one incident; likely feeder fault, not a single premise
- Deduplication: no open OSS ticket for KD-17 → new ticket required
- Ticket OSS-2026-51873 raised, priority P1, crew dispatch requested
- Mass message > 1,000 customers → control room dispatcher approved
- Caller and 1,640 opted-in customers told: crew on the way, ETA 22:30
- Power restored at 22:12 → closure SMS sent, 2 single-premise cases escalated
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Voice call to the 186 line or an outage report in the app
One OSS ticket raised, crew dispatched, affected customers got an ETA and a closure message
Agents
Outage Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Voice Agent
Transcribes the voice call
transcribe_audioReport Agent
Extracts address, meter and intent
detect_intentextract_locationget_customer_meterClustering Agent
Correlates reports with SCADA and feeder topology
get_feeder_topologyget_scada_eventscluster_reportsfind_open_ticketComms Agent
Raises the OSS ticket and keeps customers informed
create_oss_ticketupdate_oss_ticketsend_whatsappsend_smsSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Outage Supervisor | Call to the 186 line: "no power since 20:15", caller verified by phone number | — | 200 | — |
| 02 | reason | Voice Agent | Transcribed (38 s); intent: outage report; address: Kadıköy, Moda Cad. | — | 780 | 340 |
| 03 | tool | Report Agent | Meter 4020-77812 on feeder KD-17; 3 more reports from the same feeder in 12 min | Customer CRM / Billing | 420 | — |
| 04 | tool | Clustering Agent | SCADA: breaker on KD-17 tripped at 20:14, 1,840 customers affected | SCADA / Historian | 380 | — |
| 05 | reason | Clustering Agent | Reports clustered into one incident; likely feeder fault, not a single premise | — | 640 | 720 |
| 06 | verify | Clustering Agent | Deduplication: no open OSS ticket for KD-17 → new ticket required | — | 300 | 180 |
| 07 | write | Comms Agent | Ticket OSS-2026-51873 raised, priority P1, crew dispatch requested | Network OSS | 520 | — |
| 08 | approval | Outage Supervisor | Mass message > 1,000 customers → control room dispatcher approved | — | 2,200 | — |
| 09 | notify | Comms Agent | Caller and 1,640 opted-in customers told: crew on the way, ETA 22:30 | WhatsApp Business API | 300 | — |
| 10 | notify | Comms Agent | Power restored at 22:12 → closure SMS sent, 2 single-premise cases escalated | SMS Gateway | 260 | — |
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