AI Customer Service for Utilities
Inform faster. Resolve sooner. Support at any scale.
The challenge (and the fix)
When storms hit or bills are due, customer lines spike. Agents get swamped, callers wait, and CSAT dips. Ferdinand changes that: a 24/7 AI agent that answers instantly across phone, web chat, SMS, and email—routing routine work to automation and complex cases to humans with full context. It’s built for electric, water, gas, and renewable providers, so the language, flows, and handoffs feel native to your operation.
Core utility scenarios (ready on day one)
Outage reporting & live updates
Log outage reports automatically and create tickets.
Share restoration ETAs from your systems or public outage maps.
Proactively notify customers of known issues in their area.
Billing, payments & collections
Answer balance, due date, rate and program questions.
Take payments, set up auto-pay, and schedule reminders.
Support payment arrangements and past-due outreach.
Service starts, stops & moves
Guide new connects, disconnects, and transfer requests.
Capture addresses, dates, and confirmations—error-free.
Smart home & IoT support
Help customers link thermostats, solar, and monitoring apps.
Walk through installs, resets, and basic device troubleshooting.
How Ferdinand handles conversations (without adding headcount)
Voice-first + omnichannel: phone, chat, SMS, email—consistent tone and context everywhere.
Understands utility lingo: trained on utility terminology for accurate, natural responses.
Seamless escalation: hands off to agents with full transcript so customers never repeat themselves.
Scales for surges: handles thousands of conversations at once to keep queues at zero—even during storms, billing cycles, or rate changes.
Workflows that reduce handle time
Identity & account lookup → confirms details and pulls relevant data before escalating.
Form fill & validation → collects addresses, meter numbers, move-in dates, etc.
Automated updates → sends confirmations and follow-ups by SMS or email.
Routing by need → triages to billing, field ops, or care teams based on topic and priority.
Integrations (plug into what you already use)
CRMs / ticketing: log cases with full context and disposition.
Billing & payment systems: balances, payments, arrangements.
Outage maps & OMS: status lookups, proactive notifications.
Knowledge bases: rates, fees, programs, assistance options.
Security & compliance for regulated environments
Encryption, audit trails, role-based access, and privacy controls aligned to utility sector standards—so you can demonstrate compliance while delivering modern service. Hybrid deployment is supported: let AI handle routine volume and escalate edge cases to your team.
Why utility leaders choose Ferdinand
Always on: 24/7 availability without adding shifts.
Lower cost to serve: automate repetitive interactions; keep agents for high-value work.
Faster resolutions: instant answers, fewer callbacks, higher satisfaction.
Built to scale: ready for seasonal peaks and emergency events.
See it in action
Give us your top FAQs, outage script, and billing flows—we’ll show you a tailored demo of Ferdinand handling real utility scenarios.