Utility customer assistant: bill, outage, consumption and instalments in one dialogue
The customer calls or writes; the high bill is explained, outage ETA given, meter data shown, an instalment plan set up.
Utility customer assistant: bill, outage, consumption and instalments in one dialogue is an agent scenario in the Energy & Utilities sector running on the voice, whatsapp, app channels. Trigger: Multi-topic request over IVR, WhatsApp or the customer app. The Customer Service Supervisor coordinates 4 specialist agents (Dialogue Agent, Billing Agent, Grid Agent, Collections Agent) across 5 systems (IVR / SIP, Billing (CIS), Outage Management, Smart Meter Data, SMS Gateway); of 10 steps, 1 write to systems and 2 are checks or approvals. Outcome: Bill explained, outage information given, instalment plan active, reminder set. Approval rule: Instalments > 6 months, bill cancellation or meter suspicion → customer service approval.
Utility customer assistant: bill, outage, consumption and instalments in one dialogue
- Call: "why is my bill triple, the neighbourhood has no power, can I split the payment?"
- Verified by customer number and registered phone; three topics separated
- Plan: outage status → bill analysis → meter data → instalments → spoken summary
- OMS: transformer fault 11:20, 1,260 customers affected, crew on site, ETA 13:45
- Bill 2,140: 1,980 kWh, same period last year 690 kWh; actual reading, not estimated
- Meter series: night consumption 4× since 14 August; steady load profile (water heater / AC)
- Conclusion: bill correct, consumption real; dated hourly consumption summary prepared for the customer
- Instalment policy: 2,140 → 4 interest-free instalments eligible; no prior arrears
- Instalment plan created, first instalment in 15 days; reminder SMS scheduled
- Spoken summary: outage 13:45, consumption explanation, instalment plan; SMS with consumption chart link
- ■completed
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Multi-topic request over IVR, WhatsApp or the customer app
Bill explained, outage information given, instalment plan active, reminder set
Agents
Customer Service Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Dialogue Agent
Verifies the customer, separates topics, writes plain replies
verify_customerdetect_intentscompose_replytts_speakBilling Agent
Explains bill lines and consumption profile, applies corrections
get_billget_meter_seriescompare_periodsadjust_billGrid Agent
Gets outage record and ETA from the OMS, reports planned works
outage_lookupget_etaplanned_worksCollections Agent
Applies the instalment policy, sets up the plan, schedules reminders
policy_checkcreate_instalment_planschedule_reminderSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Customer Service Supervisor | Call: "why is my bill triple, the neighbourhood has no power, can I split the payment?" | IVR / SIP | 200 | — |
| 02 | verify | Dialogue Agent | Verified by customer number and registered phone; three topics separated | — | 600 | 320 |
| 03 | plan | Customer Service Supervisor | Plan: outage status → bill analysis → meter data → instalments → spoken summary | — | 240 | 220 |
| 04 | tool | Grid Agent | OMS: transformer fault 11:20, 1,260 customers affected, crew on site, ETA 13:45 | Outage Management | 520 | — |
| 05 | tool | Billing Agent | Bill 2,140: 1,980 kWh, same period last year 690 kWh; actual reading, not estimated | Billing (CIS) | 480 | — |
| 06 | retrieve | Billing Agent | Meter series: night consumption 4× since 14 August; steady load profile (water heater / AC) | Smart Meter Data | 1,100 | 540 |
| 07 | reason | Billing Agent | Conclusion: bill correct, consumption real; dated hourly consumption summary prepared for the customer | — | 900 | 480 |
| 08 | verify | Collections Agent | Instalment policy: 2,140 → 4 interest-free instalments eligible; no prior arrears | — | 420 | 180 |
| 09 | write | Collections Agent | Instalment plan created, first instalment in 15 days; reminder SMS scheduled | Billing (CIS) | 560 | — |
| 10 | notify | Dialogue Agent | Spoken summary: outage 13:45, consumption explanation, instalment plan; SMS with consumption chart link | SMS Gateway | 440 | 240 |
Outage report handling
Reports are clustered by feeder, one OSS ticket is raised and everyone affected hears before the crew leaves.
Meter reading dispute
Customer sends a meter photo; the index is read by vision, the estimated bill fixed, big credits approved.
Rooftop solar connection application
Application documents are read, transformer capacity and regulation checked, gaps reported the same day; the connection opinion belongs to the engineer.
Time to move from experimenting with AI to transforming with it.
In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis