AI Voice Agents for Energy & Water
Automate high-volume service calls while meeting Ofgem and Ofwat requirements. Backed by 14 years of experience managing customer service for UK energy and water providers.
The challenge
Millions of calls. Rising expectations. Tighter regulation.
Utility providers handle some of the highest call volumes of any industry. Seasonal spikes, billing cycles, and regulatory changes drive unpredictable demand. Meanwhile, Ofgem and Ofwat expect consistently high service standards, especially for customers in vulnerable circumstances.
We've managed customer operations for major UK energy and water companies for over a decade. We've seen the call spikes, dealt with the regulatory pressure, and know exactly where the bottlenecks are. Synteris AI is built on that experience, designed to handle repetitive calls at scale, while making sure vulnerable customers always get the support they need.
Use Cases
What our AI agents can handle
Meter reading submissions Customers submit gas, electric, or water meter readings through a simple voice conversation - no app download, no website login required.
Billing & account queries Instant answers on current balance, payment history, bill breakdowns, and estimated usage - reducing repeat calls and advisor workload.
Payment plans & arrears Set up, adjust, or discuss payment plans for customers in debt. AI agents follow your affordability scripts and escalate complex cases to specialist teams.
Moving home Capture new address details, close old accounts, and set up supply at the new property - all in a single call.
Outage & service updates Provide real-time updates on planned works, supply interruptions, and estimated restoration times, reducing inbound call spikes during incidents.
Vulnerable customer support Identify vulnerability indicators during conversation and route to priority support teams with full context, ensuring no customer is left behind.
Compliance
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Our platform is built to meet the regulatory standards expected of licensed energy and water suppliers. With 14 years of hands-on experience operating within these frameworks, we understand the detail - not just the headlines.
Compliant with Ofgem Standards of Conduct and customer communication requirements
Aligned with Ofwat customer service obligations and complaint handling codes
Vulnerable customer identification and appropriate escalation built in
Full audit trails for regulatory reporting
GDPR compliant with UK-only data residency
Call recordings and transcripts for quality assurance and dispute resolution
See it in action
Find out how Synteris AI can reduce call volumes and improve outcomes for your customers.