Featured in CallCenterTimes
Utilities are facing growing pressure from outages, rising customer expectations, tighter budgets, and increasingly sophisticated fraud attempts.
In this Call Center Times article, Chris Adomaitis, Director of Solutions Consulting at Omilia, leads a timely discussion on how AI is helping utilities remain resilient, responsive, and secure during periods of disruption.
The article explores how intelligent automation, paired with human support, can manage surging call volumes, improve customer experiences during outages, and protect sensitive data without overwhelming contact center teams. From natural language self-service to smarter escalations and enhanced security, AI is reshaping how utilities connect with customers when it matters most.
Read the full article on the Call Center Times website to learn how AI is powering the future of utility customer support:
