Customer outage kiosk
Customers check outage status and report faults at a kiosk.
Energy and utilities · Control room and customers
Outage call-centre agents
Agents answer callers from the current outage notes and restoration plan, with consistent wording.
- Desktop
- Works offline
Desktop assistantOn this device · no internet needed
When will power be back in sector 14?
The current plan says 17:30. Repairs are under way on feeder 7. Offer an SMS update when it changes.
Is there planned work in sector 9 tomorrow?
Yes, from 9:00 to 13:00 for cable replacement, per notice PW-221.
Customer has medical equipment at home.
Flag the account as priority and offer the medical support contact, per policy CS-4.
The problem
During major outages, call volumes spike and information changes quickly. Agents give different answers to different callers. Searching notes while on a call makes calls longer and customers angrier.
Who uses it
Call-centre agents handling outage calls during storms and planned work.
What you train it on
- Outage notes
- Restoration plans
- Planned work notices
- Approved customer wording
How it works on the device
- 1
Trained on outage notes
Current restoration plans, planned work notices and approved wording.
- 2
Fast answers on the agent desktop
Agents ask in plain words while on the call.
- 3
Refreshed as plans change
New outage notes reach every desktop as soon as they are published.
Why it runs on the device
Consistent answers
Every caller hears the same, current information.
Shorter calls
Agents find answers without searching.
Works if the network is stretched
Answers come from the desktop.
Questions
It answers from the outage notes you publish. Live data needs your systems connected.
It supports agents. The same content can also run on a customer kiosk.
As quickly as your team publishes them.
Related use cases
All use casesPut AI where your work happens.
Pick one team and one use case. We’ll have it running on your own devices in weeks.