An outage should not mean an hour on hold.
Utility call volume is flat until it isn't — then a storm puts ten thousand people on the phone at once. Wavyo answers all of them, takes outage reports against the address, gives real restoration information, handles billing and meter reads, and keeps the emergency line clear for genuine emergencies.
Where it breaks today.
The four things that quietly cost utilities & energy providers the most money on the phone.
Storm days overwhelm every channel
The queue hits an hour, the IVR collapses, and customers who smell gas are stuck behind customers asking when the lights come back.
The same question, ten thousand times
During an event nearly every call is one question — when will it be back — and answering it consumes the entire contact centre.
Billing calls that never stop
Estimated reads, payment arrangements, tariff questions and move-in move-out fill the queue on ordinary days.
Vulnerable customers lost in the noise
The people on medical equipment or a priority register need to be found first, and volume buries them.
Built for the way you actually take calls.
Not a generic assistant with your name in the greeting. Every one of these is configured against your systems, your rules and your language.
Outage reporting by address
Confirms the service address, logs the outage against the network record and tells the caller the current restoration estimate for their exact area.
Emergency triage first
Gas odour, downed lines, sparking equipment and anything life-safety are identified in the opening seconds and escalated immediately.
Billing and account servicing
Balance, payment, arrangements, meter reads, tariff comparisons, move-in and move-out handled without a queue.
Proactive restoration calls
Outbound updates when an estimate changes or power is restored, which removes most of the inbound volume before it happens.
Priority register handling
Recognises registered vulnerable customers and routes them to a human on a separate, protected path.
Live event reporting
Call volume, affected areas and emerging themes in real time, so operations can see the event as customers experience it.
Hours back, and revenue that stops leaking.
Voice AI pays for itself twice — once in the payroll hours it absorbs, and again in the calls that used to go unanswered.
Event staffing stops being the plan
You no longer scramble for overtime and borrowed staff every time weather is forecast.
Routine servicing leaves the queue
Billing and meter questions are handled without an agent even on a normal Tuesday.
Agents work exceptions only
Complaints, hardship and complex accounts get people who are not exhausted from repeating a restoration time.
Regulatory service metrics hold up
Answer times and abandonment rates stop collapsing during exactly the events regulators scrutinise.
Fewer credits and complaints
Customers who reached someone immediately complain and escalate far less, whatever the outage duration.
Collections handled earlier
Payment arrangements offered in conversation, at scale, keep accounts current instead of ageing to disconnection.
A real call, start to finish.
Natural pacing, interruption handling and the ability to actually complete the task — not a phone tree with a better voice.
Every call updates the systems you already run, so nothing has to be re-keyed and nobody changes how they work.
What utilities & energy providers usually ask.
Concurrency scales with the event. Ten thousand simultaneous callers get answered on the first ring — that is the core reason utilities deploy it.
It identifies them in the opening seconds and escalates immediately to your emergency path. It does not attempt to resolve them itself.
Yes. It reads restoration estimates from your outage management system so the caller gets the same number your crews are working to.
Let’s build your voice employee
Bring your call volume and your worst bottleneck. We’ll show you the agent answering it live, then tell you exactly what it takes to put it in front of your customers.