Approved-knowledge grounding
Agents answer only from the tariffs and procedures you approve.
Every outage call answered. Every bill explained. Every appointment confirmed.
For investor-owned utilities, gas LDCs, electric cooperatives, retail energy providers and private water and waste operators. Orvera runs the whole contact surface across voice, chat and digital, plus live assist and 100% QA on the agents you keep.
Why coverage decides it
How does Orvera measure quality across utility customer conversations?
Orvera AI audits 100% of utility conversations, human-handled and AI-handled alike, scored against the state's own notice, eligibility and moratorium rules, with the full transcript and log kept for every interaction. Answer time proves how fast the phone was picked up. It proves nothing about what was said, and a systematic misstatement about disconnection rights can run a quarter.
A quality program on a sample
A sampleof conversations reviewed
- Measures how fast the phone was answered, not what was said
- A systematic misstatement about disconnection rights can run a quarter
- A revocation spoken mid-call is caught by no keyword filter
- An estimate, when the question is about one specific account
Orvera
100%of conversations audited
- Scored against the state's own notice, eligibility and moratorium rules
- Human-handled and AI-handled conversations alike
- The full transcript and log kept for every interaction
- “Show us what was said on this account” has an answer
What Orvera runs
Which utility contact center use cases does Orvera handle?
Orvera AI runs the queues that decide a utility's service standard: outage reports filed into the OMS with a circuit-level restoration estimate, proactive notification to every affected premise, high bill inquiry, payment arrangements and the disconnection conversation, and live tariff guidance for human reps. On the CIS, OMS and meter data platform you already run.
Interruption line, storm eventFiled to OMS
Answered within
20 seconds
Minnesota standard
80% of calls
Report filed to OMSDone
Circuit-level estimateCKT-2214
Cause and crew statusGiven
Held through a named storm event, not on an average day
01 / 06
- Interruption line, storm eventFiled to OMSAnswered within20 secondsMinnesota standard80% of callsReport filed to OMSDoneCircuit-level estimateCKT-2214Cause and crew statusGivenHeld through a named storm event, not on an average day01
Outage reports and restoration status
A customer calls the interruption number during a storm, and that queue is where the answer-time standard breaks. Orvera answers, files the report into the OMS, and gives the circuit-level restoration estimate with cause and crew status.
- Moves the share of interruption calls answered inside the state standard
- Held through a named storm event, not on an average day
- The report is filed into the OMS, not onto a notepad
- A circuit-level estimate, with cause and crew status
- Proactive restoration noticeOutboundAllPremises
Every affected premise, not a subscriber list
Inbound volume removed before it arrives.
Estimate moved, notice sentSame hourReply written backTo OMSThe customer's reply is written back into the OMS02Proactive outage and restoration notification
The OMS confirms an outage or the restoration estimate moves, and most customers never hear about either. Orvera calls every affected premise with cause, crew status and the current estimate, and writes the customer's reply back into the OMS.
- Moves the share of affected customers reached with an estimate
- Removes inbound outage volume before it arrives
- Every affected premise, not a subscriber list
- The customer's reply is written back into the OMS
- High bill inquiryExplainedVariance explainedConsumption against prior period+38%
Read from interval data, weather-adjusted, not from the invoice total.
Interval consumptionPulledTariff appliedCurrentRe-read ordered when the bill was estimated03High bill inquiry and bill explanation
The first bill after a rate change lands and the rep opens the CIS, the meter data platform and the tariff to answer it. Orvera pulls the interval consumption, explains the variance against prior period and weather, and orders a re-read on an estimated bill.
- Moves first-contact resolution on the high-bill driver
- Interval consumption read from the meter data platform
- Variance explained against prior period and weather
- Moves repeat contacts on the same account inside seven days
- Payment arrangementWritten to CISNotice statusStatedTerms offeredQualifying onlyBalance statedLiveMoratorium checkAppliedArrangement writtenTo CISState eligibility and moratorium rules applied, not approximated04
Payment arrangements and deferred payment plans
A customer with a past-due balance calls before or after the disconnection notice. Orvera states the balance and the notice status, applies the state eligibility and moratorium rules, offers the qualifying plan terms, and writes the arrangement into the CIS.
- Moves disconnections avoided per thousand notices
- State eligibility and moratorium rules applied, not approximated
- Only the plan terms the account actually qualifies for
- Moves arrangement kept-rate
- Agent Assist, live on the callNo alt-tabSurfaced to the rep
The applicable tariff provision, with the calculation shown.
Residential service · seasonal rate · tier 2 threshold
Interval dataIn lineUnsupported answerFlaggedFlags an answer the approved knowledge does not support05Live tariff and bill guidance for reps
A rate question reaches a rep who is alt-tabbing between the CIS, a tariff PDF and an internal wiki. Orvera surfaces the applicable tariff provision, the interval consumption and the actual calculation in the moment, and flags an answer the approved knowledge does not support.
- Moves average handle time on the high-bill driver
- The applicable tariff provision, with the calculation shown
- Inside the rep's own flow, not another tab
- Flags an answer the approved knowledge does not support
- Auto QA, on your human agents100% audited100%Audited
Every past-due, arrangement and disconnection call
Human-handled and AI-handled conversations alike.
Scored on state rulesNotice, eligibilityRule-level defect rateSurfacedEvery score linked to the transcript that produced it06100% QA on disconnection conversations
Every past-due, arrangement and disconnection call, on a floor where a systematic misstatement about disconnection rights can run a full quarter before a sample finds it. Orvera audits all of them against a scorecard built on the state's own notice, eligibility and moratorium rules.
- Moves collections coverage from a 1% to 3% sample to 100%
- Scored on the state's own notice and eligibility rules
- Human-handled and AI-handled conversations alike
- Surfaces the rule-level defect rate underneath the number
Deployment lifecycle
Orvera AI connects to the CIS, OMS, meter data platform and CCaaS a utility already runs, and goes live through a structured lifecycle rather than a switch you flip and hope. Your tariffs, state eligibility rules and outage procedures become structured workflows, those workflows are tested across real scenarios before a single live call, and live performance sharpens them week over week.
01
Workflow creation
Your tariffs, state eligibility rules, outage procedures and past interactions are turned into structured workflows the agent follows.
02
Testing and validation
Workflows are tested across real scenarios for accuracy, escalation handling and compliance before a single live call.
03
Controlled deployment
Agents go live through a defined process, monitored and connected to your CIS, OMS, meter data platform and CCaaS.
04
Continuous improvement
Live performance feeds back into the workflows, sharpening resolution and compliance week over week.
Speed to value
How long does deployment take for a utility contact center?
Orvera AI reaches full production deployment in a utility contact center in 3 to 6 weeks, starting from your own tariffs and outage procedures. State eligibility rules are mapped into executable logic, tested and validated across scenarios before go-live, and deployed within your existing CIS, OMS and CCaaS. Timelines depend on workflow complexity and enterprise requirements.
3-6weeks
to full production deployment.
- Your own tariffs and state eligibility rules mapped into executable logic
- Tested and validated across scenarios before go-live
- Deployed within your existing CIS, OMS and CCaaS
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
Orvera AI applies notice status, eligibility and moratorium rules per interaction and scores them on every call, keeping the full transcript and log rather than a sample. On July 17, 2026 the New York Public Service Commission assessed roughly $50.1 million against five utilities on 2025 service standards. Those standards measure the pickup. The commission's next question is about the conversation.
State rules applied per interaction
Notice status, eligibility and moratorium rules, scored on every call.
A record per account
The full transcript and log for every interaction, not a sample.
Granular controls
Permissions, guardrails and policy, configured per channel and use case.
How does a utility get started with Orvera?
Orvera AI runs first on your own outage and billing queues. Full enterprise deployment lands in 3 to 6 weeks on the CIS, OMS and CCaaS a utility already runs.