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.
Lakeland Electric, the city-owned utility in Lakeland, Florida, went live on September 30. Since then its customer calls have been answered by Cayla, Cayenta’s AI agent, which runs on Dial AI.
What she does on a call
Cayla verifies each caller against their account first. After that she does the work in Cayenta CIS herself, not just answer questions about it:
- sets up payment arrangements
- schedules move-ins and move-outs
- updates account information
- enrolls customers in eBills
Anything outside that list goes to a customer service representative with the details already gathered, so the caller does not start over. The point is for CSRs to spend their time on the calls that need a person.
The first two weeks
- More than 3,000 calls answered
- 702 calls on the busiest day
- 67 hours of conversation handled end to end
- Over $27,000 in payment arrangements created
A payment arrangement is a good example of why the CIS connection matters. An agent that can only explain the policy still has to hand the caller to a person to set one up. Cayla creates the arrangement on the account during the call.
From the people who work with her
During Public Power Week, Lakeland Electric shared a look at its call centre team and how the CSRs work alongside Cayla: fewer routine calls reaching the queue, and customers getting answers sooner. We would rather a utility’s own staff describe it than describe it for them, so we were glad to see it.
Thanks
Congratulations to the Lakeland Electric team on a clean go-live, and thanks to Cayenta for the partnership. Cayla is available to utilities running Cayenta CIS, through Cayenta and the wider Harris channel.
If you are in Nashville for APPA Customer Connections, 25–28 October, come and find us. We are happy to walk through how a go-live like this one is run.