Talkdesk Utilities Experience Cloud™ is a purpose-built, AI-powered CX platform tailored for utility providers. It enables digital-first, omnichannel customer support while driving efficiency through automation. From billing to outage reporting, the platform empowers customers with 24/7 self-service and gives agents the tools they need to deliver fast, personalized assistance. The result is a streamlined experience across voice, IVR, web, SMS, mobile apps, and social channels—helping utilities lower operational costs and increase customer satisfaction.
Note: Setup and enablement of the Utilities Experience Cloud are managed by Talkdesk. Please contact us if you are interested in implementing this product.
Main Capabilities
Customer Validation & Account Lookup
Virtual agents can securely authenticate customers using account number, phone, email, or service address. Secondary validation (e.g., last four of SSN/TIN) is supported when required. Once authenticated, the system retrieves full account information, including service locations and current status, via backend integrations.
Billing Overview & Payment Options
Customers can check balances, due dates, recent transactions, and payment status through self-service channels. Virtual agents also assist with bill payments, autopay enrollment, and setting up payment plans, with secure handoff to third-party payment vendors.
Statement Copy Request
Customers can request billing statements (current or historical) via virtual agent. Delivery options include email, fax, or postal mail. The system validates destination details and triggers statement dispatch from backend systems.
Outage Reporting & Real-Time Updates
Customers can report outages and receive live status updates. The virtual agent checks with the Outage Management System (OMS) to identify known outages and shares estimated restoration times. If no outage is found, it logs the report and allows customers to opt into SMS or phone alerts.
Emergency Reporting & Alerts
Supports reporting of urgent incidents such as gas leaks, power hazards, and boil water advisories. For life-threatening cases, the agent instructs users to evacuate and contact emergency services. Integration with emergency and notification systems ensures escalations and public alerts are sent quickly.
Start, Stop, Transfer Utility Service
Virtual agents help customers manage service moves, including starting, stopping, or transferring utility services. The agent validates eligibility, checks availability, and schedules service orders—all with minimal human involvement.
Field Services Scheduling
Customers can request appointments for services like meter installation, vegetation trimming, or pilot relighting. The agent collects necessary details, checks availability with Field Service Management (FSM) tools, and confirms appointments in real time.
Multichannel Proactive Notifications
AI-driven outbound alerts keep customers informed about outages, billing, and service changes. Messages are customized by channel (voice, text, or email) and tailored with customer-specific info, reducing inbound calls and boosting satisfaction.
Autopilot-Powered Self-Service
Virtual agents automate answers to common queries across any channel, deflecting up to 10% or more of inbound volume. Whether it’s checking for an outage, reviewing a bill, or updating contact info, customers get instant answers without waiting.
For more information, please reach out to your account team. Please note that this feature is currently in Early Access and may not be available for all accounts.