Utilities & Energy

AI support built for utility and energy providers

A storm can take your call volume from normal to unmanageable in fifteen minutes. Bookbag's AI agent answers outage, billing and meter questions instantly, and sends safety issues straight to a person.

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24/7

answers, including during outages and storms

Up to ~70%

of routine account enquiries resolved autonomously

1 line

of code to embed the agent on your site or app

Utility contact volume has two shapes: a steady base of billing, tariff and meter admin, and sudden outage spikes that arrive with the weather. Both are dominated by questions that have documented answers. Bookbag is an AI agent that explains bills and tariffs from your own rate documents, can check outage status through your own systems, handles meter readings and account moves, and routes safety and vulnerable-customer cases to a human immediately.

The support challenges in utilities & energy

Outages spike contact volume within minutes

A storm sends every affected household to your phone lines and channels at once, all asking the same two questions: is it out, and when is it back.

Bills generate the steady baseline

Higher-than-expected bills, standing charges, estimated readings and tariff comparisons account for a large share of everyday contact.

Meter reads and account moves are pure repetitive admin

Submitting readings, transferring an account at a house move and switching tariffs are high-volume, low-complexity and entirely automatable.

Safety and vulnerability cannot wait in a queue

A suspected gas leak or a vulnerable customer without heating needs a human immediately, not a place in the same line as a billing query.

How Bookbag helps

Outage status through your own systems

The call-your-API skill lets the agent check your outage feed by postcode or account and give the current position and restoration estimate.

Bills explained from your own tariff documents

Standing charges, unit rates, estimated versus actual readings and seasonal variation are explained from your published rate documents.

Meter readings, moves and tariff changes self-served

Customers submit a reading, transfer an account at a house move or ask about switching tariffs without waiting for an adviser.

Safety and vulnerability routed instantly

Configure trigger topics so a suspected gas leak or a vulnerable customer without supply skips the queue entirely and reaches a person with the transcript.

Storm-scale capacity with no extra staffing

When an event multiplies contact volume, every customer still gets an instant first response instead of an engaged tone.

Analytics on what is driving contact

Resolution rate, CSAT and top enquiry drivers show which bill lines and tariff pages are generating avoidable calls.

Questions Bookbag answers automatically

Is there a power cut in my area, and when will supply be back?

Why is my bill higher this month than the same month last year?

How do I submit a meter reading, and when is the deadline?

I am moving house next month — how do I transfer my account?

What is the standing charge on my current tariff?

Can I set up a payment plan to spread the balance?

Who do I call if I smell gas?

Frequently Asked Questions

It handles the two things that dominate contact volume: billing and account admin on an ordinary day, and outage questions when the weather turns. Customers get an instant answer at any hour, safety and vulnerability cases are routed straight to a person, and advisers spend their time on the cases that need judgement.

Yes, when connected. The call-your-API skill lets the agent query your outage system by postcode or account reference and report the current status and restoration estimate. That answers the single highest-volume question during a storm without a customer waiting on an engaged line.

You configure trigger topics — a suspected gas leak, a downed line, a vulnerable customer without supply — that bypass the normal flow entirely. Those conversations escalate immediately with the full transcript, and you can have the agent display your emergency number and safety instructions before anything else.

It explains the components from your own published rate documents: standing charge, unit rates, the difference between an estimated and an actual reading, and how seasonal usage affects the total. Where a customer disputes a charge or needs an account adjustment, it escalates to an adviser with the account context attached.

Capacity does not depend on how many advisers are on shift, so an event that multiplies contact volume in fifteen minutes still produces an instant first response for every customer. Your team is left handling the escalations — safety, vulnerability, complex faults — rather than repeating the same restoration estimate.

Related industries

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