Talkdesk, a global leader in AI-powered customer experience (CX) technology, announced the launch of Talkdesk Utilities Experience Cloud™, a purpose-built intelligent CX platform designed to help utility companies modernize customer service with speed, intelligence, and empathy. With advanced, industry-trained AI at its core, the platform enables utility providers to resolve customer needs across channels more efficiently-transforming traditionally frustrating interactions into seamless, proactive experiences.
From handling billing inquiries to outage-related updates, Talkdesk Utilities Experience Cloud empowers utility companies to deliver fast, accurate, and personalized support—without customers waiting on hold or being routed unnecessarily to live agents. The result: improved customer satisfaction, lower operational costs, and greater agility in responding to service demands.
“Utility companies today are experiencing significant pressures, driven by macroeconomic factors impacting customers, unpredictable outage events, and technological evolution raising customer expectations. Increasingly, utilities are looking to support their customers in more efficient and proactive ways, and Talkdesk Utilities Experience Cloud represents a significant advancement in how utilities can effortlessly deliver intelligent, seamless, AI-powered customer experiences,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “Whether it’s helping a customer understand why their bill is high, confirming service restoration after an outage, or collecting overdue payments through a friendly reminder, Talkdesk makes it all effortless—with AI, automation, and live agents working in connected experiences.”
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Smarter Interactions with Purpose-Built AI
Talkdesk Utilities Experience Cloud brings together agentic AI, intelligent automation, and real-time system integrations—including with core platforms like customer information systems (CIS), outage management systems (OMS), and geographic information systems (GIS). Pre-engineered workflows are tailored to support the most common utility customer service needs such as outage notifications, billing inquiries, and account management.
AI-powered virtual agents, or copilots, can be deployed instantly using simple prompts and pre-trained utility workflows. These virtual agents deliver natural, human-like interactions across voice, chat, and digital channels, and can assist live agents in real time by adapting to context and customer sentiment.