Utilities

The lights go out at 19:40.

A thousand callers. One answer. Said a thousand times.

Electricity, gas, water — the agent picks up every report of a fault, gives the street the same honest update, and opens one case per address. A smell of gas goes to a person on the first sentence.

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The agent never improvises a restoration time. It repeats what your own systems say, and says so when there is nothing to say yet.

The hour everything breaks

An outage isn't one call. It's the whole street, at once.

Every household on the affected line rings within ten minutes of the lights going off. They all want the same two things: do you know, and when will it be back.

0

Addresses off supply

0

Calling about it

0

Answered by the agent

0:01

Average wait

Illustrative — the shape is what matters: one fault, hundreds of identical calls.

What it takes off the line

Eight calls a utility gets every single day.

Scroll across. Each one is a case type the board ships with — the agent answers what it can from your own information and files the rest.

Scroll to move across

01

Outage Report

The whole street has no power since about twenty to eight.

I have a fault logged on your line and a crew assigned. I'll add your address to it and text you the moment supply is back.

Address
Supply status
Time off
Contact for the restoration text

02

Safety Emergency

There's a strong smell of gas in the hallway.

Please open the windows, don't touch any switches and leave the building. I'm putting you through to the emergency desk right now.

Straight to a person — no triage
No questions first

03

Meter Reading

I want to give my electricity reading — it's 41 920.

Forty-one thousand nine hundred and twenty, taken for the meter at your address. That's in before this month's billing run.

Meter serial
Reading
Date
Read back to the customer

04

Billing Question

My bill is three times last month's and nothing changed.

I can see this one was estimated, not metered. I'm opening a billing case with your reading so it's recalculated.

Account
Amount
Period
Estimated vs metered
Reading attached

05

Payment Arrangement

I can't pay all of it this month.

You don't have to pay it in one go. I'm logging a request for an arrangement and the team will call you with the options today.

Account
Amount
Reason
Arrangement requested

06

New Connection

We're building a house and need a supply.

I'll open a connection request — can I take the plot address and whether the groundwork is done? The connections team picks it up from there.

Plot address
Supply type
Load
Site readiness

07

Move In / Move Out

I'm moving out on the thirtieth.

I'm logging a final reading for the thirtieth and a close of your account. Do you have a forwarding address for the last bill?

Account
Date
Final reading
Forwarding address

08

Callback

I'd rather someone called me back after six.

Logged for after six this evening, with what you've told me so nobody asks you twice.

Who
When
What about
The conversation so far

Safety call

A smell of gas or a downed wire goes to a person, first sentence

No triage, no address confirmation, no “please hold”. The agent gives the one instruction that matters — windows open, no switches, get out — and transfers to your emergency desk with everything it already heard. These calls are the reason the rest of the line has to be quiet.

The safety route is set in the agent's own prompt and is visible to your team, like every other rule it follows.

Every household, in their own language

One agent. Every language on the street.

A dark flat is no place to be answered in a language you don't speak.

Switch between them to hear the same outage call in each language.

English

There is a fault on your line and a crew is on it. I’ll text you the moment supply is back — nothing for you to do.

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