Scalable customer support for municipal utilities

The challenge: Energy providers operate in a highly reactive environment. Seasonal events—such as the rollout of new energy flat rates, annual billing cycles or price increases—trigger massive spikes in call volume over very short periods. With existing personnel already facing enormous workloads, these surges often lead to dropped calls and long waiting times. Furthermore, the high-stakes nature of industry means that missing a critical safety call, such as a reported gas leak, is not an option.

The solution: Susi & James’s AI Agent SUSI acts as a versatile "Digital Employee" integrated into the utility's communication infrastructure. She stabilizes the service environment by:

• • Managing seasonal overflows: SUSI picks up every call that the human team cannot reach, ensuring citizens are never met with a busy signal during peak billing seasons.
• • Intelligent emergency triage: The AI is programmed to recognize high-priority safety concerns. In critical situations, such as reports of a gas leak, SUSI bypasses the queue and immediately forwards the caller to the emergency dispatch center.
• • End-to-end task automation: For standard administrative inquiries, the AI manages the entire process—including recording meter readings, adjusting payment plans or processing billing changes — directly within the connected systems.
• • Smart routing & classification: Based on the nature of the conversation, SUSI classifies the inquiry and ensures it reaches the specific department best equipped to help.

The result: A significant reduction in the administrative burden on utility staff and a dramatic increase in service reliability. By automating routine "transactional" calls, employees gain the valuable time needed for intensive, personalized customer interactions. This ensures that the public enterprise maintains a reputation for stability and professionalism, even during the most demanding market shifts.