Outage call-centre agents
Agents answer callers from the current outage notes and restoration plan, with consistent wording.
Energy and utilities · Control room and customers
Customer outage kiosk
Customers check outage status and report faults at a kiosk.
- Kiosk
- Works offline
Kiosk assistantOn this device · no internet needed
When will power be back in my area?
From the last update: crews expect restoration by 18:00.
How do I report a fallen wire?
Stay away from it and call the emergency number shown on screen now.
Will I get compensation for the outage?
The compensation rules are on the notice at counter 1. Staff there can help with a claim.
The problem
During outages, offices fill with customers asking the same question. Phone lines are busy. Customers want a clear answer and a way to report a fault without waiting in a queue.
Who uses it
Customers visiting a utility office or service point during an outage.
What you train it on
- Outage notes
- Fault reporting steps
- Office services
- Emergency contacts
How it works on the device
- 1
Trained on outage notes
Restoration plans and fault reporting steps.
- 2
Answers with the update time
Every answer says when the information was last updated.
- 3
Updated as plans change
New notes reach the kiosk whenever there is a connection.
Why it runs on the device
Shorter queues during outages
Customers get the update at the kiosk.
Honest about freshness
Answers always say when they were updated.
Keeps working if the network drops
Answers come from the kiosk.
Questions
They come from the last published update, and the answer says when that was.
With your fault system connected and online, after the customer confirms.
The languages you train it on.
Related use cases
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