The calls a utility actually takes.
Each one of these is a workflow, not a question. What the call is, why it is harder than it looks, what the agent can finish, and where it stops.
Billing enquiries
The largest single category of utility call volume, and the one where a wrong answer costs the most trust.
In production
High bill enquiries
The angriest call a utility takes, and the one where reading the account is the whole job.
Payments and arrangements
Taking the money is the easy half. Knowing what the customer is entitled to is the half that needs the policy.
Outage calls
Everyone on the street rings within the same twenty minutes. Volume is flat and then it is vertical.
In production
Service requests
The work that used to be a form, a queue and a callback.
Move in and move out
High volume, highly seasonal, almost entirely procedural, and still mostly done by people.
Appointment scheduling
A meter exchange programme generates an enormous number of calls that are, individually, a diary question.
In production
Contact centre automation
The whole line rather than one workflow: what changes when the first thing every caller reaches can actually finish the job.
In production
Ready to deliver faster, more consistent service?
See how Grace handles a real call on your systems: voice, chat, email and beyond.