Notify outages, attend to technical emergencies and manage PQRs automatically on a massive scale. Designed for energy, gas, water and telecommunications companies with CREG and Law 142 compliance.
During a massive outage, the volume of inbound calls can multiply between 5 and 20 times the normal level, overwhelming the contact center and leaving thousands of users without a response for hours.
Email and SMS have open rates of less than 23% for public service notifications. Users find out about the outage when it has already occurred, not before, generating complaints and avoidable PQRs.
Peaks in calls due to invoice expiration, outages due to late payment and weather emergencies force the contact center to be oversized throughout the year to cover occasional peaks.
NetVoice allows utilities to go from reactive to proactive: notifying before outage, responding to emergencies without delay and managing PQRs without human intervention.
Launches up to 500,000 simultaneous calls to notify scheduled outages with exact information: affected area, cause, start time and restoration estimate.
The agent responds to emergency reports 24 hours a day: captures location, type of failure and risk level, creates the work order in the system and notifies the technical team on duty.
68% of typical public service PQRs (billing, schedules, procedures) are completely resolved by the AI agent without the need for a human agent.
After restoring the service, the system automatically calls a sample of affected users to verify the restoration and measure satisfaction with the service received.