AI voice agents for energy supplier phone lines
An assistant that answers alongside your contact centre: billing questions, meter readings, home moves, and the calls that come in once you’ve closed. Your team stays on the calls that need a person.
The calls your lines get.
Five situations an assistant takes on, so your agents start each call with the details in front of them.
The week after a price change
“Why has my direct debit gone up?” The assistant explains the change in the wording you’ve approved. It can look up the bill itself, depending on the access you give us; without that access, it takes the details and passes the question to an agent with a short summary.
A meter reading or a smart meter visit
A customer rings to give a reading, or to book or move a smart meter appointment. The assistant takes the reading and the account details, notes the days that suit them for a visit, and logs it for your team. If they’d rather talk it through, it books a callback.
Moving home on Friday
The caller is moving out at the end of the week. The assistant takes the moving date, the new address and a closing reading, and logs it for your team, so nobody has to ring them back for the basics. A question about their final bill goes on the record for an agent to answer.
The queue on a peak day
New prices land and the lines fill up. Depending on your phone system, the assistant takes the overflow: it answers the calls that would sit in the queue, asks why they’re calling and passes them on, so your agents pick up with the reason already in front of them. When the lines calm down, the summaries are there to work through.
After the contact centre closes
A call about a bill or a home move comes in at eight in the evening. It’s answered, the details are logged for the morning shift, and the customer is told when to expect a call back.
ContactYour CRM
Helen Wright
- Reason
- Moving home
- Moving date
- Fri 30 Oct
- Outcome
- Logged for the morning team
Call summary
Moving out on Friday. Gave the new address and a closing reading. Wants the final bill sent to the new address.
- median, from enquiry to phone call
- 17s
- of new enquiries called within a minute
- 95%
- support calls handled by AI
- 4 in 5
The call ends. Your team has the details.
A summary on the record
Why they called and what they need, in a sentence or two on the right customer’s record.
A ticket or a callback
Readings, moving dates and new addresses go into a ticket for your team, or a callback is booked when the customer wants to talk to someone.
Which calls need a person first
Each call is given an outcome and a score, so your agents can see which customers need them first.
Systems we’ve connected for customers
Our team has connected each of these for a customer. Using something else? It connects through webhooks and our API too.
Zoho CRMNew enquiries in, outcomes and notes back
Zoho DeskSupport tickets
Zoho BookingsCallbacks in your team’s diaries
HubSpotContacts, notes and call outcomes
SalesforceLeads, notes and outcomes
GoHighLevelLeads, notes and appointments
Google SheetsNew enquiries in, call outcomes back
Google CalendarCallbacks booked into your calendar
Cal.comAppointments booked straight in
And many more. Let us know how you’re set up and we’ll help you get integrated.
Questions energy suppliers ask.
How does an AI voice agent work alongside our contact centre?
It takes the calls your team can’t get to: the queue on a busy day, depending on your phone system, and the calls that come in after you close. It answers from the wording you approve, takes the details and passes the call on, so your agents spend their time on the calls that need a person.
Can it take overflow calls at peak times?
Yes, depending on your phone system. When the queue fills, calls can pass to the assistant, which answers, asks why the customer is calling and passes the details to your agents with a short summary. Your agents stay on the calls that need them.
Can it look up a customer’s account or bill?
Yes, it can look up their account, depending on the access you give us. Without that access, it takes the account details and the question, and passes them to your team with a summary.
What happens if someone reports a gas smell or a power cut?
The assistant never takes an emergency on itself. It tells the caller to ring the emergency line straight away, and logs the call for your team.
Does it answer calls in the evenings and at weekends?
Yes. Calls after your contact centre closes are answered, the details are logged for the next shift, and the caller is told when to expect a call back. The morning starts with those calls already written up, not a voicemail inbox.
Can callers still reach a person?
Yes. You choose how it puts a caller through: straight away, once someone answers, or with a quick summary for whoever picks up.
Start with your busiest day.
Book a demo and we’ll show you how an assistant would take the overflow, depending on your phone system.