Handle the surge
Answer routine enquiries during billing peaks and service disruptions.
Keep customers informed. Keep essential services moving.
AI for utilities that handles billing, payment arrangements, outage updates and service requests across voice, SMS and chat. Connected to your systems, with immediate emergency handoff.
- Nights, weekends and peak-event coverage
- 24/7
- Of agent-handled calls answered within 30 seconds
- 100%
- Billing and service workflows
- End-to-end
- Calls, actions and escalations
- Full record
Be there when demand rises.
Complete the request
Write agreed arrangements and field jobs into your operational systems.
Put safety first
Transfer life-safety calls immediately to your emergency team.
The 30-second measure applies to calls handled by the agent. It is a service-reporting indicator, not a regulatory penalty threshold or contractual SLA.
Utilities workflows
From customer enquiry to service action.
Routine requests handled. Safety-critical calls passed straight to your people.
Call answering
Handle inbound calls without queueing, including nights, weekends and peak events.
Service requests & field work
Capture requests and route field jobs to the right crew with context.
Outage information
Retrieve known outage status and current restoration estimates from your network systems.
Billing & payment plans
Explain charges and write agreed payment arrangements into your billing system.
Emergency handoff
Transfer life-safety calls immediately to the emergency line or on-call operator. No AI triage.
Hardship & policy exceptions
Handle customers consistently and escalate requests outside your policies with full context.
In production
Real conversations.
Measurable impact.
As featured by
Trillet held error rates under 1% and cut call escalations to under 15%, resolving high-stakes calls end to end in a regulated environment.
Platform case study · regulated operations
Read the case study- Error rate
- <1%
- Call escalations
- <15%
Integrations
Works with your existing systems
Connects directly to the CRM, billing, outage management, telephony and service request systems you already run. Every action is written into the tools your team already uses.
During the conversation
Payment arrangement written to your billing system
Outage status confirmed against your network system
Field job created and routed to the right crew
Confirmation and reference sent from your number
Billing, network & field integrations
Gentrack
Hansen CIS
SAP S/4HANA Utilities
Kraken
Salesforce
ServiceNow
IBM Maximo
Esri ArcGIS+ moreLife-safety calls — gas leaks, downed powerlines, major water main breaks — are transferred immediately to your emergency line or on-call operator. The agent never attempts to triage a safety emergency.
Full audit logs and role-based access.
ACMA and TCPA compliant.
Australian data residency available — call recordings, transcripts and backups stored in Australia, with in-country LLM hosting on request.
On-premise and private cloud deployment available.
Complete records for regulatory review and complaint handling.
TCPASOC 2 Type IIISO 27001AU Data Residency
Frequently asked
questions.
What happens if someone calls with an emergency?
Life-safety calls — gas leaks, downed powerlines, major water main breaks — are transferred immediately to your emergency line or on-call operator. The agent identifies the call and hands it straight off; it never attempts to triage or resolve a safety emergency itself. The escalation rules are configured to your existing protocols during onboarding, and the full interaction is preserved in the audit trail.
Can it handle billing and set up payment arrangements?
Yes. The agent handles balance enquiries, explains charges and sets up payment plans during the conversation, with the arrangement written directly into your billing system and a complete record kept. Hardship and vulnerable customer conversations are handled consistently, and anything that falls outside your policies is escalated to your team with full context.
How does this affect the service metrics we report?
Answer times and abandoned calls are standard reported service metrics in regulated utility markets. In Australia, energy retailers report the percentage of calls answered within 30 seconds, the average time to answer, and calls abandoned before answering to the AER every quarter. Because the agent answers immediately, every call it handles clears that 30-second mark without queueing. These are reporting indicators rather than penalty thresholds — Trillet improves the number you report, it does not change what you are required to report.
Which systems does Trillet integrate with?
Trillet connects directly to the CRM, billing, outage management, telephony and service request systems you already run. Additional systems are connected through your system’s API during onboarding. No parallel systems, no double entry — every action is written into the tools your team already uses.
Where is our data stored, and can it run in our environment?
Australian data residency is available, with call recordings, transcripts and backups stored in Australia and in-country LLM hosting on request. On-premise and private cloud deployment are also available for organisations that require the platform to run inside their own environment.
Give every customer a clear next step.
Review your billing, network and escalation workflows with our team.