My Voice Ai agent
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Industry · Utilities & telecom

Massive volume, procurement-grade controls.

My Voice Ai agent absorbs everyday billing, outage, plan, and move-in/out traffic, and routes complaints and urgent service issues to humans with full context.

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Utilities network operations center

Use cases

  • Billing questions
  • Outage reporting
  • Plan / package questions
  • Move-in / move-out service requests
  • Appointment scheduling
  • Status updates
  • Document collection
  • Escalation for complaints or urgent service issues

Voice workflows

Call flows the agent runs end-to-end

Billing question + payment plan

Explains charges and offers eligible payment arrangements.

  1. 1Authenticate against account and address
  2. 2Walk through latest bill line items
  3. 3Offer eligible payment plan options
  4. 4Confirm enrolment and SMS recap

Outage report + ETA

Captures the outage signal and returns the network ETA.

  1. 1Match address to network / circuit
  2. 2Confirm symptoms (no power, partial, intermittent)
  3. 3Read current ETA from the outage system
  4. 4Offer SMS updates on restoration

Plan / package change

Self-serve plan changes with retention handoff on downgrades.

  1. 1Authenticate account holder
  2. 2Compare current vs. requested plan
  3. 3Apply change or route downgrade to retention
  4. 4Send confirmation with effective date

Move-in / move-out

Schedules service start/stop with ID and meter capture.

  1. 1Capture move date and new / old address
  2. 2Collect required ID documents via secure link
  3. 3Book meter read or self-read window
  4. 4Confirm with SMS and email

Document collection callback

Outbound chase for outstanding compliance documents.

  1. 1Verify account holder
  2. 2Read outstanding document list
  3. 3Send secure upload link
  4. 4Confirm receipt or schedule follow-up

Structured data

Fields extracted on every call

Every call ends with a validated JSON payload posted to your system of record. No free-text summaries to re-key.

  • account_numberstringACC-7781-449
  • service_addressstring12 Park Ln, Leeds LS1 4AB
  • meter_idstring?M-22894471
  • outage_typeenum?no_power | partial | intermittent
  • affected_servicesstring[]["electricity", "broadband"]
  • vulnerable_customerbooltrue
  • payment_plan_requestedboolfalse
  • move_datedate?2026-07-01
  • id_documents_receivedboolfalse

Escalation scenarios

When the agent stops and hands off

Hard guardrails. The agent never improvises through these — it routes to a human with full context attached.

  • Medical-dependency or priority-services register customer
    Priority desk, immediate transfer
  • Safety hazard — gas smell, downed line, sparking
    Emergency dispatch, call held until confirmed
  • Regulated complaint or ombudsman mention
    Complaints team within regulatory SLA
  • Disconnection-imminent account
    Retention / credit desk
  • Network-wide outage signal detected across callers
    NOC awareness queue with aggregated context

Notes

  • · Deployments typically include compliance review, integration scoping, and procurement support.