A regional utility company's phone system was driving customers to social media complaints. The 7-level IVR menu tree meant customers spent 3+ minutes navigating before reaching anyone. We replaced the entire IVR with a conversational AI that asks 'How can I help you today?' and understands natural language responses to route, answer, or resolve immediately.
Utility companies handle everything from billing inquiries to emergency outage reports. The AI needed to triage urgency, handle account authentication securely, process payments, report outages, and seamlessly escalate when needed — all while meeting strict regulatory requirements for utility communications.
We built a multi-intent classification system that identifies what the caller needs within the first few seconds of conversation. Routine tasks (balance checks, payment processing, outage reporting) are handled end-to-end by the AI. Complex issues are routed to the right department with full context. Emergency calls are immediately escalated with location data.
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Book a Free Strategy Call92% of inbound calls handled without human intervention. Lead capture increased 3x.
View DetailsSales team efficiency increased 4x. Cost per qualified lead dropped 60%.
View DetailsNo-show rate dropped from 35% to 8%. Scheduling staff reallocated to higher-value work.
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