VoC for Utilities
An Agentic Voice of Customer (VoC) Intelligence that transforms customer experience across every utility journey.
Why Utilities Struggle During Service Disruptions
From outage signals to citizen action, utilities lack a unified intelligence layer to manage disruptions at scale.
63%
Digital Experience Breakdowns
App/chatbot failures frustrate customers.
30%
Complaints
Bill shock, meter errors, payment failures.
3-7 Days
Slow Issue Resolution
High AHT, repeated follow-ups, manual triage.
<10%
Experience Blind Spots
Surveys, chats, calls, social mostly unstructured.
<1000%
Interaction Volume Spikes
Call centers overwhelmed; critical issues buried.
Utilities Don’t Need More Data. They Need Faster Resolution
Legacy Utilities VoC
5-10% survey completion
Feedback only after issue becomes serious
No real-time visibility
Slow, manual complaint handling cycles
Typical AI Tools
Basic sentiment and keyword tagging.
No connection to context
No automated triage or resolution.
Issues still resolved manually
Agentic VoC Intelligence
100% feedback capture across banking journeys.
Real-time reasoning for all teams to act
Auto-triage, routing & service recovery
AI-driven insights at utility scale across outages, billing, field service.
Fully complaint workflows with traceable triage, escalation/ reporting.
Botminds Agentic Utility Intelligence
AI agents that capture, understand, and act across the full utility service journey.
100% Capture
Every customer signal. Zero blind spots.
Deep Understanding
Detect intent, urgency, safety signals, and bill sentiment.
Smart Clustering
Auto-group issues and themes. Prioritized by risk and volume.
Actionable Insights
Daily clarity for Care, Ops, Field, and Compliance teams.
Autonomous Action
Auto-route, escalate, and track closure end to end.
Calls, chats, outage reports, billing queries, field updates, social
Outages, voltage issues, gas leaks, bill shock, meter errors, payment failures
Feeder-level outages, recurring complaints, high-risk safety clusters, SLA hotspots
Top drivers, root causes, resolution trends, region-wise breakdowns
Measurable Customer
& Operational Impact
From feedback to action, complete intelligence for modern VoC programs.
Faster, Frictionless Resolution
Issues and service requests resolved without delay.
Lower Cost-to-Serve
Call volumes reduce, misrouted cases disappear, truck rolls avoided.
Streamlined Complaint Handling
Captured, understood, and routed instantly.
Stronger Communication
Clear, proactive updates before customers even ask.
Improved Trust & Loyalty
Customers feel heard, supported, and valued.
Robust Regulatory Compliance
Consistent, auditable handling of sensitive cases.
How it works
Enterprise-grade intelligence in five seamless steps
Listen
Capture all service and outage signals across channels
Understand
Identify issue type, location, severity, and affected customers.
Decide
Prioritize actions using SLAs, impact, and regulatory rules.
Act
Auto-route cases, dispatch crews, and notify customers.
Learn
Improve future response through continuous insight.
Omni - Channel Ingestion
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Chat
Email
Social Media
Video
SurveysCognitive processing layer
LLM Gateway
Multi-agent Cognitive Engine
ListeningUnderstandingReasoningActionNarrative
Continuous LearningAutonomous Workflows
Self-healing Workflows
Auto-triage & Routing
Cross-team EscalationsExperience Intelligence
Dashboards
Alerts & Briefs
Analytics
Co-pilot
Cockpit
Decision & Action APIsFrom Signals to Operational Action
Closed-Loop
Passenger
Experience
Engine
Customer Service / Contact Center
Lower workload → Faster Case Resolution
CEO/COO
Improved Experience Consistency → Stronger Public Confidence
Customers
Feel informed → Trust increases
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Billing & Revenue Protection
Faster Issue Detection → Reduced Revenue Leakage
Digital / CX Teams
Unified Feedback → Better Journey Improvements
Field Operations
Fewer Truck Rolls → Higher Operational Efficiency
Enterprise-grade
Everything
ISO 27001:2013 Certified
SOC 2 Type II Certified
GDPR Compliant