What we're building and learning.

August 5, 2026

How TransAlta put AI on the queue nobody can hear

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 invis…

June 29, 2026

Consolidated Utility District puts Grace on every inbound call

Grace is now answering the phones for Consolidated Utility District of Rutherford County, the water utility serving Murfreesboro and the county around it. Water…

First month in productionCase study

How Kingsport answered 20,379 calls with zero hold time

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 f…

April 17, 2026

What We Heard at IUCX 2026 in 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…

November 27, 2025

Dial AI Powers SpryAssist, SpryPoint's New AI Agent

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 an…

April 15, 2025

Dial AI and Harris Partner to Bring AI Customer Service to Utilities

A partnership across Harris's utility software businesses, bringing Grace to the utilities that run Cayenta, enQuesta, NorthStar, CIS Infinity, SilverBlaze and…

January 3, 2025

We Were 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 p…

December 18, 2024

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…

December 8, 2024

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.

December 8, 2024

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 ev…

December 3, 2024

Guiding Grace Through Customer Outage Checks: A How-To Guide

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, s…

December 3, 2024

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…

November 20, 2024

Hansen Technologies Makes Strategic Investment in Dial AI

Hansen Technologies and Dial AI have entered a strategic partnership to accelerate development and global distribution of AI-powered customer engagement for uti…

How PSE&G handled a two-million-meter rollout with zero queue time

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 suppo…