Winner CES 2026 · ISE 2026 · TMCnet 2026

AI Phone for Utilities. A utility call center that answers every caller

AI Phone is a utility call center on your own number: AI voices answer every customer on the first ring, day and night, in the caller's language. They answer billing, start, stop and move questions from your approved knowledge, route each call by reason and language, put emergencies through to your people and write every call down.

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Zanus AI · AI Phone · Today

Utility call center: every call of the day with who called, who handled it and how long, real Zanus AI screen

Today

Each call of the day with the caller, who handled it and the outcome, so a supervisor sees a billing wave or a storm surge as it builds.

Easy setupSet up everything just by talking to Lisa AISee how ›

You“Gas smells and downed lines go straight to the on-call supervisor; billing calls to billing.”

Lisa“Emergencies: your safety line, then a transfer at once to the on-call supervisor's mobile. Billing: AI first, then the billing desk. Apply?”

You talk. Lisa sets it up. Applied only on your yes.

How Utilities use it

On the first of the month the billing line fills by 8 AM; every caller is answered on the first ring and nobody waits on hold.

A caller says the basement smells of gas; the AI says your safety line and transfers her at once to the on-call supervisor.

A tenant moving Saturday calls at 9 PM to stop power at the old apartment and start it at the new one; both dates reach your desk.

REAL AI - the whole Front Office is AI, not old software with an AI button.

What’s included

Keep your number: forward your existing line to your Front Office line and the AI answers immediately, no porting needed. Port the number in when you decide; we handle it with the carrier
A local number in your area, or your own number ported in
Answers on the first ring, 24/7, 365; your business hours only decide when people are reachable
Human-like voice: you choose the voice and the persona per function, greeting, sales, support, booking, callbacks
Receptionist style, no phone menu: the caller just talks in any of 40 languages; the AI detects the language on the first sentence and switches the whole call
Departments you define, sales, support, booking, billing, technical…, each with its own policy: AI first, operator first, or AI only; each with its own AI specialist when no human is free
Directory of your operators with per-day working hours, languages, the nicknames callers use, vacations and temp-worker expiry
Transfers announce the caller and the reason; your person accepts before the call is connected; the call is pulled back before a mobile voicemail can swallow it
Language routing: a Spanish-speaking caller reaches your Spanish-speaking operator first
Hold music with spoken updates; when a person is unavailable the AI says the honest line you wrote for that time of day
Takes messages with the callback number read back and confirmed, delivered to that person's own inbox
Books appointments live from your calendar during the call; captures the e-mail letter by letter; saves the lead
Every fact from your approved knowledge, prices only from your catalog; with no source it says so and offers a person
Robocalls and telemarketers get one polite goodbye and stay away from your team
Off hours your way: full AI service, take-a-message only, or voicemail; holidays and special closures with the message you write
Every call transcribed into the customer's record with a summary; call log with transcripts, exportable; the morning briefing reads it for you

Available on its own or inside a solution · See pricing › · Per company, never per seat.

Everything AI Phone does, for every business ›

Works withAI Booking AI Calls Teleprompter AI Calls Transcripts AI Quoting AI Tickets AI Returns & Warranty AI CRM Lisa, your AI assistant

On every call

What an AI utility call center answers

Each caller says what they need in their own words; nobody works through a menu or waits in a queue, even on days of high call volume.

Billing inquiries

Due dates, ways to pay, how to read the bill and why summer cooling raised it, answered from your billing pages. Disputes and payment plans go to the billing desk.

Start, stop and move

Service address, new address and both dates taken once, the callback number read back digit by digit, and the request filed for your service desk to complete.

Service outage calls

The notice your team posted, read to every caller who asks, with no cause or restoration time added by the AI. A new problem is written up for the field team.

Emergencies to your people

Gas smells, downed lines, sparking equipment and main breaks are transferred at once to your emergency contacts after your safety line, and never handled by the AI.

Service requests

Low pressure, discolored water, a streetlight out or a skipped trash cart becomes a request with the address and the caller's own description, ready for the right crew.

Messages and callbacks

A caller who wants a named person leaves a message, written out and filed for that person with Call back, Heard and Done beside it, even after hours.

AI departments

Call center service for utility companies, by department

Behind the greeting is a team of AI voice agents for utilities, one per department you set up, each with its own name and voice, all answering from the same knowledge, so customer support sounds the same in billing as in field service and the customer experience never depends on which desk picked up.

Front desk

Greets callers with your utility's name, answers office hours, payment locations and service area questions, and asks what it can do before passing the call on.

Billing

Explains the bill, the due date, autopay and the ways to pay you accept, and passes disputes, extensions and payment plans to your billing reps with the reason.

New service

Takes builder and homeowner requests for a new connection, a meter set or a service upgrade, and books the visit while the caller listens when AI Booking is on.

Field service

Hears pressure, water quality, streetlight and meter complaints to the end, then opens a request your field crews can act on without calling the customer back to ask.

Collection

For waste and recycling utilities: missed pickups, bulk-item requests and damaged cart replacements taken with the address and the collection day on the request.

Emergencies

Set to ring your on-call people first. When the AI hears an emergency on any line, it says your safety line and transfers the caller at once.

The busy days

After-hours answering service for utilities, storms and billing days

The storm morning

Hundreds of customers call within the hour, and those customers expect an answer, not a busy signal. Each one is picked up on the first ring and hears the notice you posted, while emergencies still go straight to people.

First of the month

New bills bring the same three questions. The AI answers them from your billing pages and keeps your reps free for the customers who need a decision.

Nights and holidays

Outside office hours you choose full AI service, messages only or voicemail per department, and holiday closures play the message you wrote for that day.

Move-out weekends

Leases end on the last day of the month. Every start, stop and transfer request is taken in full, so Monday opens with complete requests instead of voicemails.

Compared

Utility call center services compared

Utilities weigh their own reps, an outside answering service and a phone menu with voicemail. Here is how each handles the calls that fill a customer care office and decide customer satisfaction on billing days and storm nights.

What a utility's phone line needs	Your reps alone	An outside answering service	Voicemail and a phone menu	AI Phone
A billing-day surge	A hold queue that grows	Callers counted, messages taken	Menus, then a full mailbox	Every caller answered: on the first ring, in their language
A downed line at 1 AM	An on-call mobile, if anyone calls it	Patched through if the script says so	A recording heard in the morning	Transferred at once: to your emergency contacts after your safety line
A start, stop or move	Typed in between other calls	Taken down, then typed again	A callback to make	Taken in full: addresses, dates and callback number read back
A question about the bill	Answered if a rep is free	Noted for a callback	Waits for office hours	Answered from your pages: with disputes passed to billing
The record	What a rep remembered to type	A message slip	A voicemail file	Every call written: transcript, summary and outcome on the customer

Every call written

Utility call center software that writes every call down

Transcript and summary

Each call the AI answers is saved with its transcript, summary and outcome on the customer's record, on AI Phone alone, so account inquiries are never retold.

The reps' part too

With AI Calls Transcripts, the leg a rep takes after a transfer joins the same record, so a supervisor reads the whole call in one place.

Supervisors on live calls

As in any contact center, a supervisor can listen to, whisper on or join a live call, then read the written call with its summary once it ends.

The morning briefing

What came in overnight, from storm calls to messages left for named people, waits in the morning briefing before the customer care office opens.

Set-up

Set up your AI call center in 2 minutes

Forward your number

Forward the customer service line to the Front Office and the AI answers from that moment. A new local number is also available if you want one.

Lisa reads your pages

Lisa reads your billing, outage and start-stop pages and asks which services you run, your office hours and the languages of your territory.

Departments and on-call people

Tell Lisa your departments, who takes emergencies and when each person can be reached. She shows each change before and after it applies.

Try it on your own line

Run it on your utility's own line free for 7 days, then read the report of every storm, billing and move call it took.

Questions & answers

Questions about running a utility call center with AI

What is a utility call center?

A utility call center, or utilities call center, takes the calls of water, electric, gas and waste customers: bills, start and stop requests, moves, outages, service problems and emergencies. AI Phone runs one on your own number for a utility company of any size, with AI voices for each department answering the frequently asked questions from your approved knowledge and passing callers to your people when you choose.

Is AI Phone an outsourced call center?

No. Unlike outsourced call centers, nobody outside your utility takes your calls. AI voices answer on your own number from the knowledge you approved, and every transfer goes to your own reps, supervisors or on-call staff. You keep the line, the rules and the written record of every call.

What does the AI say when a caller smells gas or sees a downed line?

It says the safety line you wrote and transfers the call at once to the people you set for emergencies, on the computer, the phone app or their mobile. It never tells the caller it is dealing with the danger. When no one on call answers, the caller hears your prepared words for that time of day, your emergency number for instance, word for word as you wrote them.

Can the AI answer billing questions?

Yes, the ones your approved pages settle: how to read the bill, when it is due, why winter use runs higher and which ways to pay you accept. It never says what a bill will come to and never agrees a payment plan; those callers go to your billing team.

Can it take start, stop and move requests?

Yes. It asks for the service address, the new address and the dates, reads the callback number back digit by digit and files the request for your service desk, or as a ticket with AI Tickets. Any step your process keeps for a person stays with your team.

What do callers hear during an outage?

The outage notice your team published in the knowledge, and nothing more. The AI adds no cause and no restoration time of its own. Update the notice and the next caller hears the new wording; a problem the notice does not cover is written up for your field team.

Can we keep our numbers and our emergency contacts?

Yes. Forward your customer service numbers to the Front Office and the AI answers from that moment, with no porting. The emergency department can be set to ring your people first, so the AI picks up only when nobody on call answers.

Can the AI answer only when every rep is busy?

Yes. Set billing and service to your people first during office hours, and the AI takes the overflow when no rep picks up. At night, on holidays and on storm days, the same departments can switch to AI first in one sentence to Lisa.

Which languages does the AI speak on the phone?

The caller's own. It hears the language from the first words and answers in it, from the same approved pages, whether the caller speaks Spanish, Vietnamese or English, at noon or at 3 AM, with no separate line per language.

Is every call written down?

Yes. Every call the AI answers is saved with its transcript, summary and outcome on the customer's record, with nothing extra to buy. Add AI Calls Transcripts and the part your reps take after a transfer joins the same record.

How much does a utility call center like this cost?

AI Phone is priced per company, never per seat or per agent, so the whole customer care team shares one subscription. Your utility can read the plans on the pricing page and run a 7-day trial on its own customer line without a credit card.

How fast can a utility switch it on?

In 2 minutes. Forward a line, let Lisa read your website, then tell her your departments, office hours and emergency contacts. Call your own number and hear the AI answer before you decide anything.

Keep exploring

Where next?

Start with the one thing you need. Add more anytime by asking Lisa.
AI Front Office for Utilities ›

Award-winning AI

Winner at CES 2026, ISE 2026 and TMCnet Enterprise AI Product of the Year.