Conversation Intelligence for Utility Customer Service
Analyze 100% of customer calls to strengthen rate case preparation, detect complaint patterns before they become PUC filings, and maintain audit-ready documentation of every interaction.
Your Call Data Is a Regulatory Goldmine You’re Ignoring
Utility companies generate thousands of customer interactions every month about rates, outages, billing disputes, and energy assistance. Almost none of it gets analyzed. Here’s what that costs you.
Rate Case Prep Is a Fire Drill
Every rate case requires evidence of service quality and customer satisfaction. Your team scrambles to pull call samples, manually categorize complaints, and build narratives from spreadsheets. Months of prep for data that should take days.
SQM Group, ICMI, COPC 2024
Complaint Patterns Hide Until the PUC Notices
A billing dispute pattern builds for weeks across hundreds of calls. Nobody catches it until customers file formal complaints with the public utility commission. By then, you’re in reactive mode — responding to regulators instead of preventing the problem.
McKinsey 2023
Compliance Is a Manual Audit Nightmare
Regulatory bodies require proof that agents follow disconnect procedures, offer payment plans, explain energy assistance programs, and document everything. Your QA team spot-checks 2% of calls and hopes the other 98% are compliant.
COPC 2024
Service Quality Drops and Nobody Sees It
Outage communications go poorly. Seasonal demand spikes overwhelm agents. Billing confusion after rate changes drives call volume through the roof. You find out when the CSAT survey comes back — weeks too late to fix anything.
ACSI 2024
Everything You Need to Run a Compliant, Customer-First Utility
100% Call Analysis for Rate Case Evidence
Every customer interaction is analyzed, categorized, and searchable. When the PUC asks for service quality data, you pull it in minutes — not months. Objective, consistent, auditable.
From 5-10% to 100% coverage
Learn moreComplaint Pattern Detection in Real Time
AI identifies emerging complaint clusters — billing confusion after a rate change, outage frustration in a specific territory, energy assistance eligibility gaps — before they become formal PUC filings.
Detect patterns weeks earlier
Learn moreRegulatory Compliance Monitoring
Automated verification that agents follow disconnect procedures, offer payment plans, explain LIHEAP and assistance programs, and meet all regulatory disclosure requirements on every call.
100% compliance verification
Learn moreOutage Communication Quality Scoring
Score how your agents handle outage calls — estimated restoration times, safety instructions, empathy, follow-up promises. Identify which agents need coaching before the next storm.
Storm-ready call quality
Learn moreAgent Coaching Across Every Interaction
Same-day coaching insights from every call. Spot agents struggling with rate explanation scripts, billing dispute resolution, or energy assistance program enrollment. Reduce feedback delay from weeks to same-day.
Same-day feedback loop
Learn moreNatural Language Analytics for Utility Ops
Ask Q lets you query your call data in plain English: “What are the top complaint categories this quarter?” “How are agents handling the new rate structure?” “Which territories have the most outage complaints?”
Learn moreThe Customers Who Leave Without a Word
In deregulated markets, customers can switch providers without ever telling you. In regulated markets, dissatisfied customers file PUC complaints, stop participating in voluntary programs, and erode your rate case positioning. Either way, silence is not satisfaction.
QueSee connects to your billing platform (NISC or other) to correlate call sentiment with payment patterns, service requests, and account history. When a customer’s call sentiment drops, their payment pattern changes, and they’ve called three times about the same billing issue — QueSee flags them before they file a formal complaint or switch providers.
Expanding to Utilities — Built on Proven ISP Technology
360Broadband - 20,000+ subscribers (ISP)
“QueSee transformed how we understand our customers. The insights revealed patterns we never knew existed, and our churn reduction exceeded all expectations.”
Works With Your Existing Utility Systems
NISC
1–2 week setupConnect your NISC billing system for account-level intelligence. Correlate call patterns with billing history, payment behavior, and service requests across your entire customer base.
View NISC IntegrationVoIP / Phone System
Same day setupDirect call ingestion from VoIP.ms, 3CX, RingCentral, Intermedia, VitalPBX, Switchvox, and more. Works with on-premise and cloud-based systems. Generic SFTP for any Asterisk-based PBX.
View VoIP / Phone System IntegrationPreseem
1–2 week setupCorrelate network quality data with call volume and sentiment. When customers call about service issues, QueSee already knows about degradation in their area.
View Preseem IntegrationHubSpot / CRM
1–2 week setupSync call intelligence with Sonar, HubSpot, NISC, or your existing CRM. Auto-generated call notes save agents minutes of after-call work. Route coaching insights to supervisors and flag compliance issues for review.
View HubSpot / CRM IntegrationIs QueSee Right for Your Utility?
We built QueSee for call-intensive operations where service quality, compliance, and customer satisfaction directly impact regulatory standing and revenue.
See What QueSee Means for Your Job
VP of Customer Operations
“We’re managing 200 agents across 4 service territories. Our QA team reviews maybe 5-10% of calls. Rate case prep takes months. And I find out about complaint patterns when the PUC calls.”
- Unified view of call quality, complaint trends, and agent performance across all territories
- Rate case evidence available on demand — searchable, categorized, and auditable
- Complaint pattern detection weeks before they become formal PUC filings
- Service quality metrics tracked continuously, not just during audit season
Live in 2 Weeks. Audit-Ready in 5.
Connect
Connect your phone system and billing platform (NISC or other). QueSee’s integration team handles the configuration. Your IT team spends minimal time. No consultants, no long implementation projects.
Analyze
QueSee starts processing 100% of your calls automatically. AI begins scoring for compliance, service quality, complaint patterns, and agent performance across all territories.
Act
Your QA team reviews flagged calls instead of random samples. Compliance issues get caught in real time. Rate case evidence is searchable on demand. Your managers get same-day coaching insights.
Enterprise-Grade Analytics, Purpose-Built Pricing
Utility operations vary widely in size and complexity. We work with your team to build the right package for your call center, compliance requirements, and service territory structure.
Pro
- 100% call analysis and QA coverage
- Automated call scoring and compliance monitoring
- Complaint pattern detection
- Agent coaching insights
- Advanced analytics and custom reports
- Advanced security and compliance
- 'Ask Q' plain-English analytics
Enterprise
- Everything in Pro, plus:
- Custom regulatory compliance workflows
- Rate case evidence reporting modules
- Multi-territory management dashboards
- Custom NISC and billing integrations
- Dedicated success manager
- On-premise deployment option
- SLA guarantees
Pilot Program
- Limited-scope deployment to prove ROI
- Single territory or call center pilot
- Full feature access during pilot period
- Dedicated onboarding support
- ROI analysis at pilot completion
- No long-term commitment required
Custom pilot programs available. We’ll prove the value on a subset of your calls before you commit to a full deployment. No risk.
Ready to See What 100% Visibility Looks Like for Your Utility?
Talk to our team about how QueSee can strengthen your rate case preparation, improve compliance, and give your agents the coaching they need — on every call.