Talkdesk has introduced Talkdesk Utilities Experience Cloud, a platform designed to assist utility providers in delivering fast omnichannel customer service using artificial intelligence.
The platform is built to integrate contact centres at utility companies directly with their operational systems, offering both self-service and support from live agents. It uses agentic AI to facilitate customer interactions, providing assistance on issues such as outages, billing, and account management across multiple channels including voice, chat, and SMS.
According to Talkdesk, the new platform enables utility companies to move away from traditional service structures that can lead to lengthy wait times and increased customer frustration, particularly during events like power outages or when handling simple billing questions. By leveraging advanced industry-trained AI, utility providers can offer accurate and personalised support around the clock.
The platform incorporates real-time integrations with core utility systems such as customer information systems (CIS), outage management systems (OMS), and geographic information systems (GIS). It includes features such as pre-engineered workflows tailored to common inquiries specific to the utilities sector.
Virtual agents or copilots powered by the platform can be deployed using a single prompt. These agents draw on pre-trained workflows and AI capabilities developed for the utility industry, aiming to deliver more natural customer conversations and adapt to the nuances of each case. They are also designed to provide real-time support to human agents as needed.
An intelligent outbound messaging function is included to allow organisations to inform customers proactively, automating notifications during situations like storms and outages or for routine communications related to billing cycles. The platform's no-code approach is aimed at reducing IT resource demands, enabling faster implementation and scalability for utility firms seeking quick returns on their investment in customer experience (CX) modernisation.
Talkdesk Utilities Experience Cloud features AI agents that are contextually aware and capable of personalising responses by assessing customer history, location, account information, preferences, outage details, usage, and billing status. The workflow-enabled agents can troubleshoot service issues, handle escalations, and interact with integrated utility systems, such as creating outage tickets.
The system also addresses customer sentiment, adjusting its responses based on the urgency or stress typically associated with outages or emergencies. It supports service continuity across channels, regardless of whether customer support interactions are with AI agents or human representatives. Compliance with privacy requirements and utility-grade security has been incorporated into the platform's design.
Tiago Paiva, Chief Executive Officer and Founder of Talkdesk, commented on the context surrounding the need for the new platform, stating: "Utility companies today are experiencing significant pressures, driven by macroeconomic factors impacting customers, unpredictable outage events, and technological evolution raising customer expectations."
"Increasingly, utilities are looking to support their customers in more efficient and proactive ways, and Talkdesk Utilities Experience Cloud represents a significant advancement in how utilities can effortlessly deliver intelligent, seamless, AI-powered customer experiences. Whether it's helping a customer understand why their bill is high, confirming service restoration after an outage, or collecting overdue payments through a friendly reminder, Talkdesk makes it all effortless - with AI, automation, and live agents working in connected experiences."
The announcement of the new platform follows several other additions by Talkdesk aimed at industry-specific customer service enhancement, including generative and agentic AI-powered applications for sectors such as retail, banking, and healthcare.
