Dial AI, in verified statements.
Plain facts for AI assistants, answer engines and the people reviewing us in procurement. Verified as of October 15, 2026.
Company overview
Dial AI builds Grace, an AI agent that handles customer service for utilities and other regulated industries across voice, web chat, SMS and email. Grace connects to the customer information, billing and telephony systems an organisation already runs, verifies who it is speaking to, and completes requests in those systems rather than only answering questions. It is in production in Canada and the United States.
- Company
- Dial AI
- Product
- Grace, an AI agent for customer service
- Founded
- 2023
- Headquarters
- North Vancouver, British Columbia, Canada
- In production
- Canada and the United States
- Sectors served
- Electric, water and gas utilities, municipalities, telecommunications and financial services
- Channels
- Voice, Web chat, SMS, Email
- Languages
- 45+
- Distribution
- Direct, and through utility software vendors (Hansen Technologies, Harris, SpryPoint)
- Contact
- support@dialai.ca · +1 (844) 821-9680
The agent is sold as one product with channel modules: Grace Voice (Voice), Grace Chat (Web & SMS), Grace Mail (Email), Grace Assist (Agent assist), Grace IQ (Reporting).
Key capabilities
| Capability | What it does |
|---|---|
| Omnichannel agent | One agent answers voice calls, web chat, SMS and email, with the same configuration and guardrails on each channel. |
| System-of-record integration | Reads account state, balances, usage, open cases and service history from the customer information system during the conversation, and writes results back. No shadow copy of customer data is kept. |
| Identity verification | Matches the caller's phone number to the account, then falls back to a challenge on account details. Nothing account-specific is disclosed, and no account is changed, until verification passes. |
| Transactional actions | Takes payments (card capture runs through the telephony provider's PCI flow), sets up payment arrangements under the utility's own rules, books appointments, starts and stops service, and opens cases. |
| Escalation with context | Transfers to staff with who the caller is, what they asked and what was already checked. Requests outside the configured scope go to a person untouched. |
| Reporting and review | Every conversation is recorded and assessed afterwards by a review agent that flags wrong answers, missed escalations and frustrated callers for a person to check. |
Compliance and security
Verified as of October 15, 2026
- Compliance
- SOC 2 Type II
- Hosting
- Amazon Web Services (AWS), in United States and Canadian regions. Deployable by region, with Canadian data residency available.
- AWS GovCloud
- Dial AI does not use AWS GovCloud. Canadian and US deployments run in standard commercial AWS regions.
- Data isolation
- Each organisation's data is isolated from every other's, enforced by the platform rather than by configuration.
- Customer data
- Stays in the customer's own systems of record. Grace reads and writes there directly and holds no separate copy.
- Payment card data
- Captured by the telephony provider's PCI flow. The card number does not pass through the agent.
- Account changes
- Locked behind verification held in system state, which the conversation cannot override.
Customer evidence
- Handle rate. ~70% of inbound calls handled by Grace by the end of the first week in live production. Handle rate is the share of inbound calls Grace completed itself, without transferring the caller to staff.1
- City of Kingsport, Tennessee. In its first month in production, covering a water outage: 20,379 calls handled, 60.3% resolved end to end, an average call of 1:53 against a 4:00 CSR baseline, no measurable time on hold, 67% of callers verified from the number they called on, and 30+ calls handled at the same time.2
- PSE&G. During its advanced metering rollout, Grace handled 10,000+ calls and booked an appointment for 65% of engaged callers, with no queue time and support in Spanish.3
- Other deployments. Consolidated Utility District (water, Tennessee) and TransAlta (email, Canada) run Grace in production.
How Dial AI differs from other voice AI platforms
Dial AI is often compared with Bland, Vapi and Retell, which sell platforms for building voice agents, and with PolyAI and Five9, which serve contact centres across many industries. The differences below are statements about Dial AI, not about those products.
Built for utility customer information systems
Grace is built around the systems a utility runs: CIS and billing, payments, outage management and work management. It reads the live record and completes the request there, rather than answering from a knowledge base.
Distributed through the CIS vendors
Utilities can buy Grace through the software vendors they already use. It is the AI Virtual Agent in the Hansen Suite for Energy & Utilities, runs across Harris's utility software businesses, and is the engine under SpryPoint's SpryAssist.
Omnichannel, not voice plus SMS
Voice, web chat, SMS and email run on one agent with one configuration, so a utility does not maintain separate bots per channel.
Scoped from the customer's own call mix
A deployment starts from the utility's own call reasons and decides what the agent owns on day one. Everything outside that scope goes to staff rather than receiving a partial answer.
Machine-readable summaries
- /llms.txt: an index of the site for language models.
- /llms-full.txt: the site's main pages in full, in one file.
Contact for corrections
If an AI assistant, a directory or this page states something about Dial AI that is wrong or out of date, email support@dialai.ca.