Utility customer operations
Outages, meters, connections and demand response: customer agents that speak with grid data.
Utility customer operations is an Aginies solution package for the Energy & Utilities sector in the “customer interaction & experience” area. What the agents do: Outage reports are clustered with SCADA and feeder topology; everyone affected hears before the crew leaves; the meter photo is read by a vision model, regulation checked, the bill corrected. Expected outcomes: call volume drops in outages, satisfaction rises; bill disputes and connection applications resolved within hours; the flexibility portfolio turns into revenue. The package uses the Voice (STT/TTS), Vision extraction, Multi-source RAG, REST / MCP tools capabilities of the Aginies platform and can be watched live through the Utility customer assistant: bill, outage, consumption and instalments in one dialogue, Outage report handling, Meter reading dispute, Rooftop solar connection application scenarios in the agent library.
Customer channels and grid systems are disconnected: hundreds of calls in an outage, a backlog of estimated-bill disputes, engineer time spent on document checks for rooftop solar.
- 01Outage reports are clustered with SCADA and feeder topology; everyone affected hears before the crew leaves.
- 02The meter photo is read by a vision model, regulation checked, the bill corrected.
- 03Connection applications are pre-assessed for documents, capacity and regulation; the opinion leaves with the engineer’s signature.
- 04In demand-response events participants are selected, offers sent, reduction measured, settlement computed.
- Bill explanation, dispute and instalments; with smart-meter data
- Outage information and ETA; OMS integration
- Connection, subscription and rooftop-solar applications
- IVR, WhatsApp and app channel; warm hand-off to a representative
- API access to billing (CIS) and outage management (OMS)
- Smart-meter data access
- Tariff, instalment and dispute policies
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- Call volume drops in outages, satisfaction rises
- Bill disputes and connection applications resolved within hours
- The flexibility portfolio turns into revenue
| 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.
Scenario-level approval rules plus the package’s general controls.
- 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
- packageBill cancellation and long instalment plans always under customer-service approval
- packageMeter data used only for the customer’s own account
- 1 · Discovery and design · 2–3 weeksThe 20 most frequent intents and transactions are chosen, identity and approval thresholds written with information security, channel and system integrations listed.
- 2 · Pilot · 4–6 weeksOne channel, a limited customer group; the test corpus runs, a human representative shadows, thresholds tuned on real traffic.
- 3 · Scale-outRemaining channels and transactions added; dashboards, SIEM forwarding and kill-switch handed over; monthly model and rule review begins.
This package’s scenarios in the agent library
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.
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