AI agents for utilities

Resolve more utility requests on the first contact

Agentic AI that securely verifies customers, takes action in your billing and account systems and escalates exceptions to your team.

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G2-Bewertung: 4.9 von 5SOC 2 Type II & SOC 3GDPRCCPAHIPAA

Das Vertrauen von über 100 Unternehmen, darunter

Agentic AI in action

From question to resolution

0:00

High-bill inquiry

  • Verifies the customer and pulls usage
  • Pinpoints when the use went up
  • Compares price plans on past usage
  • Sets up equal monthly payments

Use cases

Built for everyday utility requests

  • High-bill inquiries

    Explain the bill with the customer’s interval data and weather, and open a meter check when needed.

  • Estimated bills and meter reads

    Show which days were estimated, confirm actual reads and queue a cancel and rebill within your limits.

  • Payment arrangements

    Set up a payment arrangement within your regulator’s rules and book it in your billing system.

  • Bill assistance programs

    Screen for assistance programs, send the applications and note the referral before any collection step.

  • Rate plan changes

    Compare time-of-use, tiered and other rate plans on past usage, then switch from the next billing period.

  • Start, stop or move service

    Take the final read on moving day and open the new account, with a deposit only where the rules allow.

  • Outage reports and updates

    Check the meter against the outage on record, log hazards and share each restoration time.

  • Equal billing, e-billing and autopay

    Set up equal monthly payments, paperless bills and pre-authorized debit in one conversation.

Human in the loop

Escalates with full context

Hardship, medical needs, fee waivers, write-offs, safety calls and every disconnection decision stay with your team. Expertise hands over a verified, documented case with the work done so far.

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A team member by an office window, seen in silhouette

Why Expertise

Service your customers can see

  • Face to face

    AI video service on your website and app, in your brand and your customer’s language.

  • On their screen

    It walks the customer through each step and shows every change live, on their screen.

  • In your systems

    It verifies the customer, acts in your billing and account systems, and logs every step for audit.

Nachgewiesene Ergebnisse im Live-Betrieb

Alle Kundenstories
Circuit Electric case study

557 customer contacts avoided in one month

Circuit Electric uses Expertise to answer routine customer questions and reduce avoidable human handling as service demand grows.

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Driver charging an electric car at a Circuit électrique station

30% fewer support tickets

Customers find answers in self-service before they need to contact the support team.

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“The results have exceeded our expectations, lowering costs and improving customer experience.”
Félix NormandinFélix NormandinTeam Lead, Customer Experience · Circuit Electric

How it works

Every step under your control

Full audit trail of every lookup, response and action.

  1. Authenticate

    Verify customers with your existing methods, such as the signed-in app, account details or a one-time code.

  2. Understand the request

    Pull the account, bills, interval data, arrears and outage status needed to act on it.

  3. Take action

    Make the change in your billing, meter data and work management systems, within the limits you set.

  4. Confirm

    Customers review the change, such as a plan start date or arrangement terms, before anything is saved.

  5. Document

    Close the case with a reference number and a full record for audit, complaint review and regulatory reporting.

Governance und Kontrolle

Legen Sie fest, worauf Agenten zugreifen dürfen, was sie tun dürfen und wann ein Mensch übernehmen muss.

AICPA SOCGDPRCCPAHIPAA
Zum Trust Center

  • Human review where it counts

    You decide what an agent completes on its own and what needs a person to approve, such as credits above a limit.

  • Approved content only

    Answers come from the rates, price plans, program rules and procedures you load. Nothing else.

  • A full audit trail

    Every conversation, lookup and system update is logged for audit, complaint review and regulatory reporting.

  • SOC 2 Type II and SOC 3

    Audited annually, with Canadian data residency available.

  • Your infrastructure, your region

    Dedicated hosting with data residency in Canada, the US or Europe, and your choice of model.

  • Always a path to a person

    Customers can reach your staff at any point, and the conversation goes with them. Safety and medical cases go to a person fast.

  • Every change on record

    Every prompt, policy and change is versioned, so you can show what the agent was told when rates and programs changed.

  • Enterprise SSO and roles

    Single sign-on and role-based access, so only the right staff can change what agents do.

Enterprise-Einführung

Built to scale with your team

Arbeiten Sie direkt mit Expertise, behalten Sie Ihre bestehenden Systeme und erweitern Sie die Nutzung ohne Verbrauchslimits.

  • Unlimited usage

    Handle storm-day spikes and everyday volume without metering every interaction.

  • Forward deployment

    We help configure workflows, connect systems, test real scenarios and tune agents in production.

  • Works with your existing stack

    Connect to your customer information system (such as SAP or Oracle), meter data, outage and work management systems, contact centre, CRM and email.

Häufige Fragen

A virtual assistant or IVR mostly answers questions and routes the rest to your representatives. Expertise is agentic AI: it verifies the customer, then completes the request in your systems, such as setting up a payment arrangement or logging a hazard, within the limits you set. Your team gets a finished, documented case instead of a transfer.

It works from the rules and procedures you configure, such as payment arrangement terms, rate plan start dates, disconnection notice periods and seasonal disconnection protections. Your team stays responsible for compliance, and every step is logged for review.

Yes, within your policy. It screens for bill assistance programs, builds arrangements to the terms you set and books them in your billing system. Fee waivers, write-offs, hardship exceptions and medical cases go to your credit team.

It takes outage reports, checks meter status and the outage on record, logs hazards with your approved safety script and sends restoration times as operations sets them. It never invents a restoration time, and it flags homes still out after their area is restored.

Restoration times and crew dispatch, safety calls, credit decisions, fee waivers, write-offs, hardship and medical cases, and every disconnection. When it hands over, your team gets a verified customer, the transcript and the work already done.

Yes. Navi introduces itself as your utility’s AI assistant, the label stays on screen, and customers can ask for a person at any point. The conversation and the case go with them.

Yes. Video, voice and chat work in 175+ languages, including English, Canadian French and Spanish, with the same approved knowledge behind every conversation.

Enterprise deployments can include Canadian data residency, dedicated infrastructure, access controls, human approvals, auditability and model options based on your requirements.

Which request fills your queue? Let’s resolve it live.

Bring your most common call reason to a demo. We’ll show the agent finish it, with every step on record.

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