Transforming manual customer service, field dispatch, and regulatory compliance into a unified, high-speed automated operation.
The utility company struggled with fragmented systems and manual processes across four regional offices, severely impacting service delivery, field technician scheduling, and regulatory reporting.
Handling 3,200+ daily customer contacts across billing disputes, gas supply complaints, and new connection requests.
Each office operated independently, averaging 48 hours for billing disputes and up to 14 days for new connection requests.
Field service teams were dispatched manually with no real-time visibility into technician availability or geographic clustering.
Supervisors spent 200 hours monthly compiling activity logs and SLA reporting manually for the energy regulatory authority.
Teknoloje engineered a multi-agent AI system that unifies customer service triage, automated billing resolution, geospatial field dispatch, and regulatory compliance across all four regional offices.
By integrating directly with the legacy billing system, GIS mapping platform, and technician scheduling databases via secure REST APIs, the agentic platform eliminated manual bottlenecks while keeping humans in the loop for high-risk escalations.
6 weeks of shadow-work sessions across all 4 offices, mapping the exact decision rules used to resolve each of the 27 distinct customer request types.
A multi-agent system: triage agent classifying requests, specialist agents for billing, field ops, and new connections, and a supervisor SLA monitor.
Integrated with the legacy billing system, GIS field management platform, and HR technician scheduling databases via secure REST APIs.
A geospatial routing agent clusters fault reports by postcode and suggests optimized dispatch sequences, reducing technician drive time by 34%.
The supervisor agent auto-generates daily SLA logs and monthly filings in the exact regulatory format, completely removing human reporting errors.
Deployed with AWS Lambda, PostgreSQL audit trails, and strict role-based data access controls across all four regional operation centers.
"Our supervisors were drowning in manual work. The AI agents gave us our team back. More importantly, our customers are finally getting answers on the same day they call — something we struggled to promise for years."
Head of Customer Operations · Major Gas Utility
Let's talk about how multi-agent AI and workflow orchestration can modernize your customer service, dispatch, and compliance operations.