Utilities & Essential Services
Outages, billing and usage, answered before the call centre picks up.
Is there an outage in my area, why is my bill higher this month, how do I set up a new connection. Every energy, water and telco customer asks these questions, constantly, and a Digital Expert answers them instantly, from your real-time and approved information, not a static FAQ page.
Book a DemoThe problem
When the power's out, nobody wants to wait on hold.
An outage hits and your call centre is swamped by people asking the one question your outage map already answers. The quiet days aren't quiet either: a billing spike nobody explains, a new resident giving up on the connection form.
“Is it just us, and when's it back?” During an incident, most of the queue is asking it. The answer is already published. Nobody can find it in the dark.
Right now, while you're closed
“Power's been out on our street for 40 minutes. Is it just us? When's it coming back?”
“My bill is nearly double last quarter's and nothing's changed. Why?”
“Moving in on the 1st. How do I get the electricity connected in my name before then?”
Meet your experts
Three specialists, one approved knowledge base.
The Outages & Faults Expert.
Published outage status, estimated restoration time and safety information, the second someone asks, not after ten minutes on hold.
The Billing & Usage Expert.
Bill explanations, usage patterns, payment plans and concession eligibility, in plain language, from your approved policy information.
The Connections Expert.
New connections, moving house, meter details and timelines, one step at a time, so customers finish the form instead of abandoning it.
A day with your experts
Point to what's published. Never guess.
Example · Outages & Faults Expert
Power's out in Northcote. Is it just us?
No. There's a published outage affecting parts of Northcote, listed at 11:02pm. The estimated restoration on the outage page is 1:30am, and it updates as crews report in.
There's a line down across the road too.
Treat it as live and stay well clear. Call the 24-hour emergency faults number on your bill now. I've also flagged the location to the faults team.
Restoration time quoted from the published page, not estimated. The hazard went straight to people.
Example · Billing & Usage Expert
My bill's nearly double last quarter's. Why?
The three most common reasons are a winter usage increase, an estimated read corrected by an actual one, and the 1 July tariff change. Look for “E” or “A” next to the meter read.
I can't see your account, so I won't guess which applies. If you'd like a person to review it, or to set up a payment plan, share your account number and I'll pass it on.
The approved explanation of how to read the bill, then an honest “I can't see your account” and a handoff.
Where they live
On the bill, in the outage SMS, wherever the question forms.
The actions that fire
The right team, already briefed.
You decide which moments trigger an Action. The expert collects the details once, then routes them to field, billing or retention in WhatsApp, Slack, Email, Teams or Monday.com. A gas smell or downed line means an immediate safety message and instant escalation, every time.
What your team receives · illustrative
Hazard report. Line down across the road, Northcote, 11:51pm. Customer advised to stay clear and call emergency faults. Location attached.
Account review requested. Bill roughly doubled, customer wants the read checked and asked about a payment plan. Account and callback details attached.
New connection request. Move-in 1 October, address and meter access notes captured, ID to follow. Form link sent.
The intelligence angle
See the pattern before it becomes a call-centre spike.
The difference
An outage night, before and after.
Before
- The outage map says one thing, the hold message another, the queue is forty minutes deep.
- A downed line waits in the same queue as “when's it back?”
- Billing spikes are explained one call at a time, by whoever picks up.
- Move-in forms are abandoned at the field nobody understands.
With Digital Experts
- Every customer gets the published restoration time, instantly, however many are asking.
- Hazards trigger a safety message and an immediate escalation to field operations.
- The approved “how to read your bill” explanation, then a handoff for the account-specific part.
- The confusing field explained in place; the form gets finished.
Questions utilities ask us
Can it reflect live outage data, not just static FAQs?
Yes. Connect it to the systems that already publish outage status, and Experts answer with what's true right now.
How do we handle safety-critical topics?
You set the boundaries. A gas leak or a downed powerline triggers an immediate, unambiguous safety message and direct escalation, every time.
What does it do when it doesn't know?
It says so, plainly, and offers to hand the question to your team with the details collected. It never estimates a restoration time or a bill amount it hasn't been given.
How it works
Live in days. We're with you every step.
Week one
Build the brain, together.
We work alongside your team to turn your guides, FAQs and policies into a knowledge base. You review, refine and approve every word.
Week two
Shape the experts.
Names, faces, fields and tone of voice. Brand Studio gives you complete control, right down to how they say hello.
You're live
Deploy everywhere.
Your website, QR codes on print and packaging, links in email and social. Conversations start in seconds.
Meet your Digital Experts.
In 30 minutes, we'll show you a live Digital Expert built for an organisation like yours, and map what yours would know, say and save.
Book a Demo
