Outages, meters, connection applications and demand response: agents connected to grid systems, talking to customers.
Distribution and retail energy companies run two worlds at once: the grid with SCADA, GIS and meter data; millions of customers with CRM and billing. Aginies builds agents that bridge the two: clustering outage reports, solving meter disputes from photos, pre-assessing rooftop solar applications, running demand-response events. Engineering and regulatory decisions stay with people.
In Energy & Utilities, Aginies offers 5 live agent scenarios and 3 solution packages: Utility customer assistant: bill, outage, consumption and instalments in one dialogue, Outage report handling, Meter reading dispute, Rooftop solar connection application, Demand response event, Bill dispute resolution; solutions: Invoice & document extraction, Field service & dispatch automation, Utility customer operations. The blockers on the way to production are Outage call surge, Estimated-bill disputes, Distributed generation applications, Idle flexibility; on the compliance side 3 requirements (including Billing correction, connection and notification processes aligned with energy regulation) are part of the deployment.
Outage call surge
Hundreds of calls for one feeder; the call centre jams before anyone is informed.
Estimated-bill disputes
Unread meters mean estimates; wrong estimates mean disputes; every case by hand.
Distributed generation applications
Rooftop solar requests multiply; engineers spend time on document checks.
Idle flexibility
Demand-response contracts exist; event management is manual and slow.
Three starting points; each measurable in a short pilot on existing systems.
- 01agent scenarioUtility customer assistant: bill, outage, consumption and instalments in one dialogue →
Bill and outage calls are the largest volume; a measurable pilot with CIS and OMS connected.
- 02agent scenarioOutage report handling →
Call load multiplies in outages; proactive information shows in the first storm.
- 03agent scenarioRooftop solar connection application →
Applications are document-heavy and deadline-bound; compliance with the regulator calendar is measured.
Agents you can watch live for this sector
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.
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.
Demand response event
Under grid stress eligible consumers are selected, the offer sent by channel, participation measured and settlement computed.
Bill dispute resolution
Invoice lines and usage explained in seconds; goodwill credit applied by policy, larger amounts need a lead.
Derived from the 5 scenarios in the sector: supervisors, specialist agents, Hub model families and systems touched.
Summed from the simulation definitions of the sector scenarios; recalculated for your scale in the discovery session.
- Billing correction, connection and notification processes aligned with energy regulation
- Every decision affecting grid operation under control-room or engineer approval
- Read-only access to SCADA and OT; critical-infrastructure separation preserved
- Energy regulator consumer-service and connection regulations: dispute, correction and application deadlines coded into agent rules
- Critical infrastructure and OT separation: read-only access to SCADA and OMS; grid decisions in the control room
- Personal-data law and meter data: consumption data only for the customer’s own account, retention by policy
Sovereign shared deployment for customer operations; grid-adjacent read-only agents on-prem in the company data centre with critical-infrastructure separation kept.
Approval rulesHuman-approval thresholds of the sector scenarios.
- Utility customer assistant: bill, outage, consumption and instalments in one dialogueInstalments > 6 months, bill cancellation or meter suspicion → customer service approval
- Outage report handlingMass notification > 1,000 customers → control room dispatcher approval
- Meter reading disputeCredit / correction > 1,000 TL → billing team lead approval
- Rooftop solar connection applicationThe connection opinion is always signed by a network planning engineer
- Demand response eventEvent > 10 MW → grid operator approval; settlement with an audit trail
| Calls resolved without a representative | 55–65% |
| Bill dispute resolution time | From days to minutes |
| Call load during outages | 50% lower |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
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