AI FOR UTILITIES
Every outage call, high-bill question, and payment answered instantly (storm or blue sky) in 90+ languages. No busy signals.
KEY OPPORTUNITIES
A major storm drives call volume 10–50× in hours, up to 100× in the worst events. The legacy IVR hits its ceiling, and you can't staff your way out of it.
Your biggest steady volume: customers confused by tiered rates, time-of-use plans, and estimated reads. One in six call back.
A gas leak or downed line must reach a human instantly, and life-support accounts need medical-baseline handling. Payments carry disconnection rules and PCI scope, zero margin for a wrong answer.
Conversation
My power's been out 3 hours. When's it coming back on? I have someone on oxygen here.
Customer · 6:42 pmI'm sorry. Your address is in a confirmed outage; restoration is estimated for 9:45 PM, and I'll text you the moment that changes. Since someone's on oxygen, I'm flagging your account for medical-baseline priority and connecting you to a specialist. If you ever smell gas, leave the house and call 911 from outside. Can I text ETR updates to this number?
Giga · 6:42 pmYes, text this.
Customer · 6:43 pmWhat happened
check_outage_status: ETR 9:45 PM.flag_medical_baseline.subscribe_etr_texts, then connected a specialist with transfer_to_specialist.VOICE EXPERIENCE
An ice storm hits and the legacy IVR maxes out, busy signals that make the evening news. Giga answers instantly at 10–50× storm volume, reads the OMS for a real ETR, and hands the judgment calls to a human.
OMNICHANNEL SUPPORT
Most calls start with a surprise: the bill jumps with no explanation, the power dies with no word. One Giga agent gets there first with high-bill heads-ups, mid-outage ETR texts, and assistance nudges, across voice, text, chat, and email.
Heads-up before your next bill: summer cooling has moved your usage into a higher tier, so it will run higher than usual. Want to switch to budget billing?
Giga · 10:00 amYes, switch me to budget billing.
Customer · 10:14 amWhat happened
check_usage Summer cooling · higher tier.enroll_budget_billing Enrolled · from the next bill.RAPID DEPLOYMENTS
A real utility call touches the CIS, the OMS, and meter data, a stack that's aging, on-prem, or browser-only with no API. Giga goes live in under two weeks and works even the browser-only screens your agents click through today.
Connected by API
Returns the outage at an address and its restoration estimate.
api.example.com/oms/check_outage_status
Returns the recent meter reads for an account.
api.example.com/meter_data/get_reads
No API: through the browser
Looks up the account on the CIS account search screen.
cis_screen · worked in the browser, no API.
Files a payment arrangement on the CIS account screen.
cis_screen · worked in the browser, no API.
Moves service to a new address on the CIS service screen.
cis_screen · worked in the browser, no API.
Default actions
Hands the conversation to a person, with its context.
Built into every agent.
PROVEN RESULTS
The hard, real-time cases, handled without a human.
Improves on its own as policies refine, no re-platforming.
Proven across 1.2M voice turns, every answer defensible to the PUC.
Autonomous resolution
98%38 pts since launch
FAQs
Have a compliance, OMS, or integration question we didn't cover? Talk to the team
Giga answers instantly through the 10–50× surge that overwhelms a legacy IVR: no busy signals, no DTMF fallback. Storm night and blue-sky day run identically, so abandonment stays under 20% in the first two hours and you're not carrying peak headcount for a few weeks of weather.
Those bypass everything: the agent detects a safety hazard and routes it straight to a live human, flagging medical-baseline and life-support accounts for priority. It never resolves a safety emergency itself. You define the must-escalate lanes, and escalation is reliable, not best-effort.
Yes. It reads the account in your CIS and explains why the bill actually rose (a tiered or time-of-use rate, an estimated read, summer cooling), then offers the next step: budget billing, a payment plan, or assistance. That's how the repeat "why is it so high" call finally stops.
No. The Browser Agent works the same legacy, browser-only screens your agents click through today (policy-governed, fully logged) and completes the whole workflow: a payment, a deferred payment agreement, a service transfer. No multi-quarter integration build.
In production in under two weeks, before the next storm season, not quarters after. Rollout goes by channel: outage status and bill explanation first, then payments and arrangements as your audit record builds.
Both. It reaches out before the phone rings (high-bill heads-ups, mid-outage ETR texts, assistance nudges on the moratorium calendar), the kind of outreach regulators and satisfaction studies reward. And context carries across voice, text, chat, and email, so a text followed by a call never starts over.
Guardrails are built in: it never asserts an ETR the OMS hasn't confirmed, never promises a payment stops a disconnection unless the account and rules confirm it, and keeps card data out of PCI scope. Every action lands in a replayable audit trail behind your reported speed-of-answer, abandonment, and billing-accuracy standards.
Every voice response is checked against your policies and the account before it's spoken. That cuts hallucinations from 4–5% to under 1% with zero added latency. Giga also turns root causes into policy updates ranked by the KPI you answer to, which is how resolution climbs from roughly 60% toward 98%.
GET A PERSONALIZED DEMO
Bring us a real outage-surge, high-bill, or payment scenario. We'll show it answered instantly, in 90+ languages, live in under two weeks.
See a demo