Demand spikes that no roster can absorb
Outages and billing cycles create surges of identical inquiries. Staffing for the peak is uneconomic and staffing for the average leaves customers waiting exactly when confidence matters most.
The business problem
Where the capacity goes
Contact volume in this sector is spiky rather than steady. An outage, a billing cycle or a weather event can multiply inquiries in minutes, and the same questions arrive again and again while the operations team is fully occupied restoring service.
In the field, the constraint is different but the cause is the same. Crews need the current maintenance procedure, safety guidance, equipment history or shutdown instruction at the asset, not back at the depot, and the delay in reaching it is measured in downtime.
Averroes agents absorb the inquiry load on the customer side and act as an always-available reference on the operations side, grounded in your own procedures and connected to the asset and billing systems you already run.
Field crews separated from the information they need
Maintenance procedures, safety material and equipment history sit in systems that are awkward to reach from site, so work stops while someone is called or a document is found.
Account and service admin at scale
Move-in and move-out connections, autopay setup, usage questions and abnormal-spike investigations are high volume, highly repetitive and entirely rules-based.
The agents
Agents built for Energy & Utilities
Each agent is pre-configured for the workflows below and available across secure web, voice, Microsoft Teams, Slack, WhatsApp, SMS and mobile. Nothing is built from zero, though voice, WhatsApp and SMS need some setup on your side.
Utilities Electric Customer
An outage multiplies identical inquiries within minutes, exactly when the operations team is least able to answer them. This agent carries that load: outage alerts and restoration status, billing questions and autopay, move-in and move-out service connection, and usage monitoring including abnormal-spike inquiries.
- Who it supports: Residential and commercial customers, contact center and billing teams
- Workflows it covers: Outage reporting and restoration updates, billing and autopay, service connection and disconnection, usage and consumption inquiries
- Systems and data it works with: Billing and customer account systems, outage and network status sources, IBM Maximo asset records, Salesforce or Microsoft Dynamics CRM, AWS Contact Center
- Expected outcome: Customers get a current answer during exactly the periods when the contact center is least able to give one, and operations teams are left free to restore service.
Utilities Water
Water service administration is high volume and almost entirely rules-based, yet it still interrupts the people running the network. This agent covers connections and account changes, billing and payment, supply interruptions, and water quality and safety reporting, escalating to an operator when a report needs one.
- Who it supports: Water customers, billing and customer service teams, operations staff
- Workflows it covers: Service connection and account changes, billing and payment, supply interruption updates, water quality and safety reporting
- Systems and data it works with: Billing and customer account systems, network and supply status sources, IBM Maximo asset and work order records
- Expected outcome: Routine water service administration is handled without a queue, and quality or safety reports reach an operator with the detail already captured.
Utilities Rural
Customers spread across a wide rural area cannot easily reach an office, and a missed call often means a wasted journey. This agent serves dispersed rural communities across electricity, water, waste and connectivity, over the phone and messaging channels that actually reach them.
- Who it supports: Rural customers and communities, cooperative and regional utility staff
- Workflows it covers: Multi-service account inquiries, outage and interruption reporting, payment and billing, service request logging
- Systems and data it works with: Billing and account systems, service request and work order systems, voice, WhatsApp and SMS channels
- Expected outcome: Customers who cannot easily reach an office still get a complete answer, which reduces both travel and repeat contact.
Oil and Gas Employee
A crew that has to call the depot for a procedure or a safety sheet stops work while it waits. This agent is an always-available reference at the asset: safety resources, equipment maintenance guides, procedure lookups and internal process questions.
- Who it supports: Field workers, site supervisors, health and safety teams
- Workflows it covers: Safety resource lookup, equipment maintenance guidance, procedure and process inquiries, internal support requests
- Systems and data it works with: IBM Maximo asset and maintenance records, IBM FileNet procedure repositories, internal safety and training libraries, mobile and Microsoft Teams access
- Expected outcome: Crews find the current procedure at the point of work, so fewer tasks stall waiting for information.
Oil and Gas Maintenance Employee
Maintenance that starts without full context gets redone, and a planned shutdown running on remembered practice is a risk. This agent supplies work order context, maintenance history, procedure steps and turnaround support, drawn from the asset management system already in place.
- Who it supports: Maintenance technicians, planners, turnaround and shutdown teams
- Workflows it covers: Preventive maintenance scheduling inquiries, work order and history lookup, shutdown and turnaround support, compliance documentation access
- Systems and data it works with: IBM Maximo work orders and asset history, IBM FileNet document repositories, internal maintenance and compliance procedures
- Expected outcome: Maintenance work starts with complete context, and planned shutdowns run against current procedure rather than remembered practice.
Oil and Gas Distributor
Every order status call takes a commercial specialist away from the relationship that earns the account. This agent handles that traffic: order and delivery status, product and specification inquiries, and account questions from distributors and trade customers.
- Who it supports: Distributors and trade customers, commercial and supply teams
- Workflows it covers: Order placement and delivery status, product and specification inquiries, account and pricing questions
- Systems and data it works with: Order management and logistics systems via API and native connectors, Salesforce or Microsoft Dynamics records
- Expected outcome: Trade inquiries are answered without interrupting the commercial team, and order status is available without a phone call.
Mining Customer
Commercial and despatch teams lose the day to routine product and order questions that never needed a specialist. This agent covers product and supply inquiries, order and dispatch status, and routes onward only what genuinely needs an operations or commercial specialist.
- Who it supports: Mining customers and trade partners, commercial and dispatch teams
- Workflows it covers: Product and supply inquiries, order and dispatch status, inquiry capture and routing
- Systems and data it works with: Order and dispatch systems, IBM Maximo asset records, CRM records in Salesforce or Microsoft Dynamics
- Expected outcome: Routine commercial inquiries are resolved immediately and specialists are drawn in only where they add value.
Solar Customer
A solar purchase has a long consideration period, and prospects drop out at the first question nobody answers. This agent guides customers through the whole journey: system design, permitting steps, installation scheduling, storage options and post-installation support.
- Who it supports: Residential and commercial solar customers, sales and installation teams
- Workflows it covers: System design and sizing inquiries, permitting guidance, installation scheduling, storage options, aftercare and support
- Systems and data it works with: CRM records in Salesforce or Microsoft Dynamics, scheduling and job management systems, published product and permitting content
- Expected outcome: Prospective customers get consistent answers through a long consideration period, and installation teams receive qualified, well-prepared jobs.
Systems and data
Wired into what you already run
Agents connect to the asset, billing and work order systems you already run, through API and native connectors, so field crews and customer teams work from the same current record.
IBM Maximo
IBM FileNet
Billing and customer account systems
Outage and network status sources
Work order and job management systems
Salesforce
Microsoft Dynamics
ServiceNow
AWS Contact Center
IT Help Desk
Internal safety and maintenance procedures
Business value
What you should expect
Value is proven on one real workflow before it is extended. These are the outcomes a Energy & Utilities deployment is measured on.
Capacity that absorbs the peak
Inquiry surges during outages and billing cycles are handled without rostering for a peak that only occurs occasionally.
Information at the point of work
Field crews reach current procedures, safety material and asset history from site over mobile and Microsoft Teams, so fewer tasks stall.
One current record
Agents read and update the systems you already run, so customer teams and field teams are not working from different versions of the truth.
Your data stays yours
It is never used to train models, access is role-based, and every action is logged.
Common questions
Energy & Utilities, answered
What can an AI agent do for a utility?
On the customer side it handles outage reporting and restoration updates, billing and autopay, move-in and move-out connections, and usage or abnormal-spike inquiries. On the operations side it gives field and maintenance crews access to procedures, safety material, work orders and asset history from site.
Can agents help during an outage?
That is where they matter most. Outages create a surge of identical inquiries at exactly the moment the contact center and operations teams are least able to absorb them, and an agent answers those at volume across every channel while restoration work continues.
Which systems do energy and utility agents connect to?
The systems you already run, through API and native connectors. Typically that means IBM Maximo for asset and work order data, IBM FileNet for procedure documents, your billing and customer account systems, and CRM records in Salesforce or Microsoft Dynamics.
How do field crews reach an agent on site?
Through the channels they already use, including mobile, Microsoft Teams, voice, SMS and WhatsApp, so nobody has to learn a new tool to get an answer at the asset.
How does a utility deployment start?
With a focused proof of value on one real workflow, such as outage inquiries or preventive maintenance lookups, measured on outcomes your team already tracks.
Explore
Browse the Energy & Utilities agents
Every agent above has its own page in the catalog, with the channels it runs on and the workflows it is pre-configured for.
Utilities agent catalog
Electric, water and rural utility agents in one list.
Oil and gas agents
Field employee, maintenance, exploration and distribution agents.
Mining agents
Customer, supply and dispatch agents for mining operations.
Solar agents
Design, permitting, installation and storage support for solar services.
Get started
See how Averroes supports your Energy & Utilities team
Start with a focused proof of value on one real workflow. No platform commitment until the outcome is demonstrated.