# Dial AI

> Dial AI builds AI agents that handle customer service across voice, chat, email and SMS, integrated with the systems you already run.

Dial AI is based in North Vancouver, British Columbia, and runs in production
across Canada and the United States for electric, water and gas utilities,
municipalities, telecoms and financial services. The agent is called Grace and
handles voice, chat, email and SMS on the systems a customer already runs.

## Products

- [Grace Voice](https://www.dialai.ca/platform#grace-voice): Voice. Your phone lines stay open 24/7.
- [Grace Chat](https://www.dialai.ca/platform#grace-chat): Web & SMS. Chatbots… but useful.
- [Grace Mail](https://www.dialai.ca/platform#grace-mail): Email. Email without the wait.
- [Grace Assist](https://www.dialai.ca/platform#grace-assist): Agent assist. Support for the people supporting your customers.
- [Grace IQ](https://www.dialai.ca/platform#grace-iq): Reporting. See what's really happening in your contact center.

## Solutions

- [Utility AI agent](https://www.dialai.ca/solutions/utility-ai-agent): What a utility AI agent does, step by step: understand, authenticate, retrieve, decide, execute, document, escalate. The difference between an agent that completes a request and a chatbot that describes one.
- [Voice AI for utilities](https://www.dialai.ca/solutions/utility-voice-ai): Why the phone is the hard channel for a utility: concurrent peaks rather than total volume, authentication without a logged-in session, callers who interrupt, and after-hours cover.
- [Utility IVR replacement](https://www.dialai.ca/solutions/utility-ivr-replacement): How a utility moves off a touch-tone phone tree: keeping the published number, scoping day one, connecting the system of record, keeping the old tree as a rollback.

## Use cases

- [Billing enquiries](https://www.dialai.ca/use-cases/utility-billing-ai): The largest single category of utility call volume, and the one where a wrong answer costs the most trust.
- [High bill enquiries](https://www.dialai.ca/use-cases/utility-high-bill-ai): The angriest call a utility takes, and the one where reading the account is the whole job.
- [Payments and arrangements](https://www.dialai.ca/use-cases/utility-payment-ai): Taking the money is the easy half. Knowing what the customer is entitled to is the half that needs the policy.
- [Outage calls](https://www.dialai.ca/use-cases/utility-outage-ai): Everyone on the street rings within the same twenty minutes. Volume is flat and then it is vertical.
- [Service requests](https://www.dialai.ca/use-cases/utility-service-request-ai): The work that used to be a form, a queue and a callback.
- [Move in and move out](https://www.dialai.ca/use-cases/utility-move-in-move-out-ai): High volume, highly seasonal, almost entirely procedural, and still mostly done by people.
- [Appointment scheduling](https://www.dialai.ca/use-cases/utility-appointment-scheduling-ai): A meter exchange programme generates an enormous number of calls that are, individually, a diary question.
- [Contact centre automation](https://www.dialai.ca/use-cases/utility-call-center-automation): The whole line rather than one workflow: what changes when the first thing every caller reaches can actually finish the job.

## Integrations

- [Hansen Technologies](https://www.dialai.ca/integrations/hansen): The AI Virtual Agent in the Hansen Suite for Energy & Utilities
- [Genesys](https://www.dialai.ca/integrations/genesys): Answering in front of the contact centre, handing over inside it
- [Harris](https://www.dialai.ca/integrations/harris): AI customer service across Harris's utility software businesses
- [Paymentus](https://www.dialai.ca/integrations/paymentus): Taking the payment on the call, live at the City of Kingsport
- [SpryPoint](https://www.dialai.ca/integrations/sprypoint): The engine under SpryAssist
- [All integrations](https://www.dialai.ca/integrations): The utility platforms Grace connects to

## Industries

- [Electric Utilities](https://www.dialai.ca/industries/electric-utilities): Grace helps electric utilities deliver clear, human service at scale. When a customer asks why their electricity rates are so complex, she explains how usage tiers, time-of-day pricing, and local generation costs affect their bill, using the same knowledge their best agents rely on. Grace assists staff during calls and chats, ensuring every explanation is accurate, consistent, and easy to understand. Customers get clarity, agents get support, and utilities build trust through better conversations.
- [Water Utilities](https://www.dialai.ca/industries/water-utilities): Grace helps water utilities deliver clear, confident service at scale. When a customer asks why their bill is higher this month, Grace explains how usage, seasonal rates, or leaks may be involved, using verified data and guidance from utility staff. Grace supports agents during high-demand periods, keeping every response accurate and consistent. Customers get answers they can trust, and utilities strengthen relationships through better conversations.
- [Gas Utilities](https://www.dialai.ca/industries/gas-utilities): Grace helps gas utilities deliver faster, clearer communication with customers. When someone asks why their bill spiked during a cold month, Grace explains how weather, usage, and rate structures contribute, using real data and staff-approved information. Grace assists agents during high-demand seasons, ensuring customers get accurate, consistent answers across every channel. The result is fewer escalations, shorter calls, and stronger customer trust.
- [Municipal](https://www.dialai.ca/industries/municipal): Grace helps municipalities provide faster, more transparent service to residents. When someone asks why their property tax changed or how to report a streetlight outage, Grace delivers clear, accurate answers using verified information from city staff and systems. Grace supports frontline teams by guiding responses and handling routine inquiries, ensuring residents get consistent information across phone, web, and in-person channels. The result is better communication, reduced workload, and stronger public trust.
- [Telecommunications](https://www.dialai.ca/industries/telecommunications): Grace helps telecom providers deliver consistent, high-quality support at scale. When a customer asks why their bill increased or their data speeds dropped, Grace explains plan details, usage patterns, and network conditions using verified information from internal systems. Grace assists agents during peak periods, keeping responses clear and consistent across chat, voice, and email. Customers get fast, accurate answers, and staff stay focused on solving complex issues that drive loyalty.
- [Financial Services](https://www.dialai.ca/industries/financial-services): Grace helps financial institutions deliver accurate, trustworthy support at scale. When a customer asks why a transaction was flagged or how interest was calculated, Grace explains policies and account details using verified data and staff-approved guidance. Grace assists advisors and service teams by suggesting clear, compliant responses and handling routine inquiries. Customers get fast, reliable answers, while staff focus on building deeper relationships and solving complex financial needs.

## Customer evidence

- [City of Kingsport](https://www.dialai.ca/customers/kingsport): Kingsport put Grace on its utility line and did not wait for a quiet week to do it. Across one month of 20,379 calls and a water outage, Grace answered on the first ring, resolved 60.3% end to end, and averaged a 1:53 call.
- [All customer stories](https://www.dialai.ca/customers): Deployments and case studies

## Writing

- [Product updates: phone payments, callbacks, rollout tracking and machine apps](https://www.dialai.ca/news/product-updates-october-2026): Grace can now take a card payment during a phone call without Dial AI ever receiving the card number, and offer callers a call back instead of hold. There is also a new Deployments tracker for rollouts, and machine apps for connecting your own systems.
- [Lakeland Electric goes live with Cayla, Cayenta's AI agent](https://www.dialai.ca/news/lakeland-electric-go-live): Since September 30, Cayla, the Cayenta AI agent built on Dial AI, has been answering Lakeland Electric's customer calls. In the first two weeks she answered more than 3,000 calls and set up over $27,000 in payment arrangements.
- [How TransAlta put AI on the queue nobody can hear](https://www.dialai.ca/news/ai-email-goes-live): Grace is now handling inbound email for TransAlta, running the same agent and the same guardrails we put on voice. Email is the channel where a backlog is invisible, which is exactly why it needed the help.
- [Consolidated Utility District puts Grace on every inbound call](https://www.dialai.ca/news/cud-go-live): Grace is now answering the phones for Consolidated Utility District of Rutherford County, the water utility serving Murfreesboro and the county around it. Water is the service people only ring about once something has already gone wrong.
- [City of Kingsport: Grace Goes Live With a Twenty-Year System Replacement](https://www.dialai.ca/news/kingsport-go-live): Kingsport replaced a customer system it had run for two decades and put an AI agent on the phones the same week. Grace now handles 30+ concurrent calls, resolves more than 60% end to end, and does it about 50% faster than a human agent.
- [What We Heard at IUCX 2026 in Tampa](https://www.dialai.ca/news/iucx-2026-tampa): Three days at the Innovate UtilityCX conference in Tampa with our partners. The AI conversation in utility customer service has moved on from whether to deploy an agent to what it is allowed to touch.
- [Dial AI Powers SpryAssist, SpryPoint's New AI Agent](https://www.dialai.ca/news/sprypoint-partnership): SpryPoint's AI agent, SpryAssist, runs on Dial AI, an agent that lives inside the platform rather than beside it, so it can resolve a request instead of just answering a question.
- [Dial AI and Harris Partner to Bring AI Customer Service to Utilities](https://www.dialai.ca/news/harris-partnership): A partnership across Harris's utility software businesses, bringing Grace to the utilities that run Cayenta, enQuesta, NorthStar, CIS Infinity, SilverBlaze and Cognera.
- [We Were Hiring a Software Developer](https://www.dialai.ca/news/dial-ai-is-hiring-a-software-developer): This position has been filled. We were looking for an in-person software developer in North Vancouver to build conversational AI for customer support, and the post is kept here as a record of the role.
- [Comparing IVR and Grace: A New Era in Customer Support](https://www.dialai.ca/news/comparing-ivr-and-grace-a-new-era-in-customer-support): IVR is very good at the job it was designed for, routing and simple self-service. Grace does something different: multi-turn conversation against the system of record. Most utilities end up running both, and the interesting question is where the line between them sits.
- [Integrating Grace: A Collaborative Deployment Experience](https://www.dialai.ca/news/integrating-grace-a-collaborative-deployment-experience): What a Grace deployment actually looks like, from scoping through go-live and after, a joint project with your team rather than a product you configure alone.
- [What Sets Grace Apart as a Safe AI Solution](https://www.dialai.ca/news/what-sets-grace-apart-as-a-safe-ai-solution): Safety in a utility contact centre is specific: don't invent answers, don't act without verifying who is calling, don't quietly get worse over time, and make every conversation reviewable afterwards. Here is how Grace is built to do that.
- [Guiding Grace Through Customer Outage Checks: A How-To Guide](https://www.dialai.ca/news/guiding-grace-through-customer-outage-checks): This guide outlines how to set up Grace, an AI customer service agent, to handle customer inquiries about power outages. It includes steps to introduce Grace, specify her language capabilities, define her abilities, collect customer addresses, check for outages using a function, relay the results, and provide additional support. The guide ensures Grace delivers clear, accurate, and helpful responses while seamlessly transferring customers to a representative when necessary.
- [The Benefits of Using Grace in Utilities](https://www.dialai.ca/news/the-benefits-of-using-grace-in-utilities): The calls that actually fill a utility contact centre: billing questions, outage reports, service starts and stops, payments, appointments, and what an AI agent connected to the CIS does with each of them.
- [Hansen Technologies Makes Strategic Investment in Dial AI](https://www.dialai.ca/news/hansen-strategic-investment): Hansen Technologies and Dial AI have entered a strategic partnership to accelerate development and global distribution of AI-powered customer engagement for utilities, bringing Hansen's AI Virtual Agent, built on Dial AI's technology, to the Hansen Suite for Energy & Utilities.
- [How PSE&G handled a two-million-meter rollout with zero queue time](https://www.dialai.ca/news/pseg-ami-deployment): Grace handled more than 10,000 calls during PSE&G's advanced metering rollout, booking an appointment for 65% of engaged callers, with zero queue time and support in Spanish.

## Comparisons

- [Best customer service AI agent](https://www.dialai.ca/compare/best-customer-service-ai-agent): How to compare AI agents on channels, workflow automation, handoff and compliance, with Dial AI against Zendesk AI, Ada and Salesforce Einstein
- [Best AI agent for utilities](https://www.dialai.ca/compare/best-ai-agent-for-utilities): What separates an agent built for utilities from a general one: system of record integration, outage surge, billing conversations, emergency routing and auditability
- [AI agent vs IVR](https://www.dialai.ca/compare/ai-agent-vs-ivr): An IVR is built around selection and an AI agent around conversation. Where each is stronger and why most contact centres run both

## Reference

- [Verified company information](https://www.dialai.ca/ai-information): Company facts, capabilities, compliance and hosting (SOC 2 Type II, AWS in US and Canadian regions), customer evidence and how Dial AI differs from other voice AI platforms, dated as verified
- [Full content](https://www.dialai.ca/llms-full.txt): The site's main pages inlined in one plain-text file, for reading in a single fetch
- [Contact centre metrics, defined](https://www.dialai.ca/learn/contact-centre-metrics): Containment, deflection, AHT, FCR, ASA, abandonment, transfer rate, occupancy and CSAT: what each measures and where each misleads
- [What a contact centre call costs](https://www.dialai.ca/learn/what-a-contact-centre-call-costs): The components of the cost of a call, how to calculate your own figure, and why published benchmarks disagree

## Company

- [About](https://www.dialai.ca/company): Team, milestones and what we build
- [Partners](https://www.dialai.ca/partners): The software vendors we integrate with
- [Pricing](https://www.dialai.ca/pricing): How pricing works, and a savings calculator
- [Contact](https://www.dialai.ca/demo): Book a demo, or email support@dialai.ca