Featured in T&D World
Utility contact centers are facing mounting pressure as outages become longer and more frequent, leaving agents overwhelmed and customers frustrated. In this T&D World article, Chris Adomaitis, Global Director Solution Consulting, explains why the traditional response of enlisting the help of all available humans in the contact center no longer works and how, instead, AI can offer both scalability and resilience.
AI-powered voice and digital agents can triage high volumes of inquiries, resolve repetitive requests and escalate to humans when needed. AI provides faster, more seamless experiences while allowing human agents to focus on urgent or emotionally sensitive cases.
Adomaitis also highlights AI’s role in security. With fraud and deepfake risks on the rise, solutions such as voice biometrics, spoof detection and coherence checks are essential to protect customers and data.
For utilities, AI adoption is now a regulatory safeguard as well as a customer service upgrade, enabling both operational resilience and stronger customer trust during critical disruptions.
Discover more insights in the full article on T&D World:
