Assistants and knowledge
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ASSISTANTS AND KNOWLEDGE
Keep customers informed during service outages
Connect customer outage reports with confirmed incident information, so people can receive relevant updates and service teams can manage exceptions through one consistent process.
Industry
Utilities
Business function
Customer service, Operations and delivery
Business goal
Respond faster, Reduce manual work
Solution category
Assistants and knowledge, Workflow and document automation
The opportunity
During an outage, contact teams handle repeated questions while restoration information changes. Customers need updates relevant to their location, and new reports must reach the responsible incident team.
How it works
- 01
Capture the reported problem and confirm the relevant service location.
- 02
Match the report with verified incident and restoration information.
- 03
Prepare an appropriate update or route an unresolved case.
- 04
Record communication history and refresh updates as confirmed information changes.
What it needs
- Customer service location
- Confirmed incident records
- Approved communication guidance
What it produces
- Relevant outage updates
- Routed unresolved reports
- Customer communication history
Where people decide
Incident owners approve restoration information; service teams handle uncertain reports and sensitive customer circumstances.
Example application
A utility uses one assistant to answer outage questions and send unusual reports to the incident desk with their context.
What to measure
Evaluation measures to agree before release, not achieved results.
- Time to provide a verified update
- Repeat contacts per incident
Next step
Tell us how this use case fits your organisation. Opening the enquiry does not send a message; you review and send it from your email app.
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Assistants and knowledge