Utility calls spike with the weather and the billing cycle, and some of the most important ones come from customers facing disconnection. Our voice agents handle outages, moves and billing at any volume, and recognize the moment a customer needs a protection, a program or a person.
I got a shut-off notice. My husband is on oxygen at home. We can’t lose power.
Thank you for telling me. I’m noting a medical need on the account and bringing in a specialist who can pause the notice with you.
Utility flows are configured in Agent Studio around your tariffs, programs and service territory rules, and tested with synthetic customers before launch.
Report an outage, hear the latest restoration estimate and get a text when power returns. Why it matters: the outage line never goes busy on the night it matters most.
Move dates, addresses and identity checks captured, with the order held for your rules. Why it matters: one of the highest volume call types handled end to end.
Usage history explained in plain words, with weather and rate changes called out. Why it matters: fewer complaints escalate when customers understand the bill.
Installments offered inside policy, with anything outside it sent to a specialist. Why it matters: more balances on a plan and fewer disconnections.
Eligibility for budget billing and assistance programs checked and explained. Why it matters: customers who qualify for help actually receive it.
Notice calls with protections checked first. Reconnection is booked once a payment clears. Why it matters: the most sensitive conversation is handled the same careful way every time.
Customer meter reads taken and technician access appointments booked. Why it matters: fewer estimated bills and fewer missed visits.
Any mention of a gas smell or downed line ends automation and routes to your emergency process. Why it matters: safety is never left in a queue.
I’m a pensioner and the heating bill has just gone up again.
Let’s look at what support you’re entitled to before we talk about payments.
Offer budget billing and the senior assistance program. Add to the priority services list.
Spine is designed to support commission rules on disconnection notices, medical certificates and winter or extreme weather protections, UK expectations for priority services and vulnerable customers, TCPA rules for outbound notices and PCI DSS for payments.
Outages, moves, meter reads, bill questions and in-policy arrangements, 24/7 and at storm-night volume.
Medical needs, vulnerable customers, disputes and arrangements outside policy go to a specialist with context in LiveAssist.
NEQQO shows the drivers of contact by cycle and territory, and Auto QA checks every call for protections and tone.
Bring your territory rules and your assistance programs. We will simulate a surge night and a vulnerable customer, and show the record each call leaves.