Trillet for utilities
Resolve every customer conversation end‑to‑end
AI that answers every call instantly, handles billing, payment arrangements, outages and service requests — across voice, SMS and chat — with full audit trails and direct action in your systems.
The real challenges in utility customer service
Customers need immediate answers on bills, payment plans, outages and service issues. Contact centres face volume spikes, after-hours demand and limited capacity.
Long hold times and abandoned calls don’t stay internal — they’re the numbers your regulator collects.
Results organisations are already seeing
24/7
every call answered, nights and weekends included
End-to-end
complex customer conversations resolved
100%
of calls answered within 30 seconds
Key use cases, resolved in your systems
01
Instant call answering & reduced abandonment
Answer every inbound call immediately — 24/7. Eliminate queues, long hold times and abandoned calls that put service standards at risk.
Transcript
VoiceCaller
I’ve tried twice today and given up both times waiting on hold.
AI agent
You’re through straight away this time — no queue. What can I sort out for you?
Call answered without queueingAccount ••5518 · verified
02
Billing, balances & payment arrangements
Handle balance enquiries, explain charges, and set up payment plans during the conversation. Actions are written directly into your billing systems with a complete record.
Transcript
VoiceCaller
This bill’s nearly double last quarter. I can’t pay that in one go.
AI agent
I can see the jump against your last meter read. We can split it — would $85 a fortnight work?
Payment plan created$85 fortnightly · account ••5518
03
Outage information & updates
Provide accurate outage status, estimated restoration times and safety advice. Escalate genuine emergencies according to your protocols.
Transcript
VoiceCaller
Power’s been out since about six. Any idea when it’s coming back?
AI agent
There’s a known outage on your street and crews are on site — current estimate is 9:30 tonight.
Outage status confirmedJob ••7742 · restoration 9:30 PM
04
Service requests & field work
Log and route requests for connections, disconnections, meter issues and other services directly into your systems so the right team receives them with full context.
Transcript
VoiceCaller
The water meter out the front is leaking — it’s pooling across the driveway.
AI agent
I’ve raised a field job and flagged it as a leak so it goes to the right crew, not general works.
Field job createdLeak · ref ••3096
05
After-hours & overflow
Cover nights, weekends and peak events without adding headcount. Urgent matters are escalated; routine enquiries are resolved or logged for follow-up.
Transcript
Voice · 10:41 PMCaller
There’s a really strong gas smell out the front of the house.
AI agent
I’m not going to keep you on this line — I’m putting you through to the emergency team now. Please move away from the area.
Transferred to emergency lineSafety escalation · no triage attempted
Results that matter for utilities
24/7
every call answered, nights and weekends included
End-to-end
complex customer conversations resolved
100%
of calls answered within 30 seconds
Real-time
billing, payment plan and service actions written to your systems
- Error rate
- <1%
- Call escalations reduced to
- <15%
Integrations
Works with your existing systems
Connects directly to the CRM, billing, outage management, telephony and service request systems you already run. No parallel systems. No double entry. Every action is written into the tools your team already uses.
During the conversation
Payment arrangement written to your billing system
Outage status confirmed against your network system
Field job created and routed to the right crew
Confirmation and reference sent from your number
Billing, network & field integrations
Gentrack
Hansen CIS
SAP S/4HANA Utilities
Kraken
Salesforce
ServiceNow
IBM Maximo
Esri ArcGIS+ moreLife-safety calls — gas leaks, downed powerlines, major water main breaks — are transferred immediately to your emergency line or on-call operator. The agent never attempts to triage a safety emergency.
Full audit logs and role-based access.
ACMA and TCPA compliant.
Australian data residency available — call recordings, transcripts and backups stored in Australia, with in-country LLM hosting on request.
On-premise and private cloud deployment available.
Complete records for regulatory review and complaint handling.
Frequently asked questions
Life-safety calls — gas leaks, downed powerlines, major water main breaks — are transferred immediately to your emergency line or on-call operator. The agent identifies the call and hands it straight off; it never attempts to triage or resolve a safety emergency itself. The escalation rules are configured to your existing protocols during onboarding, and the full interaction is preserved in the audit trail.
Yes. The agent handles balance enquiries, explains charges and sets up payment plans during the conversation, with the arrangement written directly into your billing system and a complete record kept. Hardship and vulnerable customer conversations are handled consistently, and anything that falls outside your policies is escalated to your team with full context.
Answer times and abandoned calls are standard reported service metrics in regulated utility markets. In Australia, energy retailers report the percentage of calls answered within 30 seconds, the average time to answer, and calls abandoned before answering to the AER every quarter. Because the agent answers immediately, every call it handles clears that 30-second mark without queueing. These are reporting indicators rather than penalty thresholds — Trillet improves the number you report, it does not change what you are required to report.
Trillet connects directly to the CRM, billing, outage management, telephony and service request systems you already run. Additional systems are connected through your system’s API during onboarding. No parallel systems, no double entry — every action is written into the tools your team already uses.
Australian data residency is available, with call recordings, transcripts and backups stored in Australia and in-country LLM hosting on request. On-premise and private cloud deployment are also available for organisations that require the platform to run inside their own environment.
Ready to resolve every customer conversation end‑to‑end and protect your service standards?
Speak to sales to review how Trillet integrates with your systems and meets your compliance requirements.
A working session with the team that builds the platform — not a scripted demo.