Talkdesk has launched Talkdesk Utilities Experience Cloud, a purpose-built platform designed to revolutionise how utility companies engage and support their customers across every channel.
This intelligent platform aims to assist utility service providers, combining the power of agentic AI, advanced automation, and deep system integrations to offer immediate, personalised support, eliminating the need for long wait times and unnecessary transfers. Whether a customer is dealing with a power outage or simply checking a bill, the new solution empowers utility providers to deliver fast, accurate, and consistent service, 24/7.
“Increasingly, utilities are looking to support their customers in more efficient and proactive ways, and Talkdesk Utilities Experience Cloud represents a significant advancement in how utilities can effortlessly deliver intelligent, seamless, AI-powered customer experiences. Whether it’s helping a customer understand why their bill is high, confirming service restoration after an outage, or collecting overdue payments through a friendly reminder, Talkdesk makes it all effortless—with AI, automation, and live agents working in connected experiences,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
Maximising ROI
With seamless integration into key operational systems—like customer information systems (CIS), outage management systems (OMS), and geographic information systems (GIS)—Talkdesk Utilities Experience Cloud allows for effortless handling of common service issues such as outages, billing inquiries, and account updates. Pre-configured workflows and no-code deployment tools allow utilities to roll out intelligent virtual agents and automations quickly, reducing IT overhead and maximising return on investment.
In addition, these AI-powered virtual agents can be deployed with a single prompt, using industry-specific training to provide natural, conversational support over voice, chat, SMS, and digital platforms. They can detect urgency, understand context from multiple data sources (like account history, outage maps, and billing status), and respond empathetically, especially in high-stress situations like service disruptions.
The platform also features proactive communication capabilities, allowing providers to automate timely customer updates during planned maintenance, weather events, or billing cycles.