Utility AI Customer Service | Sovran AI

Intelligent automation to manage large volumes and offer a service that is always available.

In the utilities sector — gas, electricity, water — efficient customer service is crucial to maintaining user trust and keeping costs down. Sovran AI automates interactions across all channels (voice, chat, app, WhatsApp), handling requests about bills, consumption, faults, meter readings and activations quickly, consistently and securely.

24/7 multi-channel automation

Voice, chat, WhatsApp, apps, social media, IVR: a single AI for every touchpoint.

Cost reduction

Reduced call centre workload and autonomous peak management.

Top customer experience

High satisfaction scores thanks to fast, relevant and personalised responses.

Speed and native integration

Fast connectivity with CRM, billing, provisioning and legacy systems without invasive interventions.

Human conversations

Advanced NLP with understanding of abbreviations, technical terms and natural language, even in dialect.

Intelligent orchestration

Thanks to the Sovran,AI Orchestrator, all interactions are linked and managed in a consistent and personalised manner.

Cutting-edge conversational technology

Multilingual NLP with understanding of dialects, acronyms and technical terminology

Customisation of tone of voice for different targets (consumers, businesses, top clients)

Integration with AI Orchestrator Sovran for intelligent management of channels, escalations and KPIs

Success story

Comgas

The AI Agent Cris has revolutionised customer service at Comgás, a leading gas distribution company in Brazil: Best Customer Self-Service Project Award with Google at the Customer Centricity World Series.

Results

−40% transfers to human operators
+60% operator productivity
−25% operating costs
+35% first contact resolution

Some of the automations implemented

Activations, portability, plan changes
Sending duplicate invoices, instalment plans, non-payment
Fault reporting, technical assistance
FAQs, configurations, onboarding
Self-reading and consumption analysis
Upselling, retention and return to list

Tailor-made technology for utilities

Multilingual NLP adaptable to sector-specific vocabulary (e.g. POD, estimated consumption, self-reading)

Customisation of flows based on the services offered (gas, electricity, water)

Integration with Sovran AI Orchestrator to manage escalations, alerts and KPI analysis

Want to improve your customer service without increasing costs?

With Sovran AI, you can activate a virtual assistant in just a few weeks, without making any changes to your legacy systems.

Utility