Utilities workflows are high-volume, high-stakes—and ready for modernization.
Utilities contact centers handle the interactions customers care about most: paying bills, starting or stopping service, moving, resolving disputes, and collections. These workflows often involve regulated data and require trust. Journey makes them faster and safer by combining voice with smartphone-first tools and Zero Knowledge® security.
Why
When security and regulation meets CX, it’s time for Zero Knowledge workflows.
Utilities teams need to:
- Increase self-service containment
- Reduce handle time and transfers
- Support outbound and inbound collections
- Verify identity for high-risk actions
- Collect structured information correctly the first time
- Reduce exposure to regulated and sensitive data
Legacy voice-only Q&A creates friction and increases scope—especially when payments and identity are involved.
Top utilities workflows Journey modernizes.
Payments + Payment Arrangements
- Digital payments and mobile wallets
- Voice and DTMF options
- Better completion and less exposure
Start / Stop / Move Service
- Collect structured form data (service address, timing, eligibility details)
- Sign acknowledgements and terms
- Step-up verification when risk requires it
Authentication at Call Start (and Step-up)
- Passkeys + OTP to verify identity quickly
- Reduce fraud and social engineering risk
- Improve self-service and agent efficiency
Outbound Collections
- Automated outreach (human or AI)
- Secure payment completion without exposing card data
- Verified results returned to your systems
Documents
Stop turning complex service workflows into interrogations.
Many utilities workflows require details that are tedious and error-prone to capture by voice:
- Forms for service start/stop/move
- Disclosures and acknowledgements
- File uploads where needed (supporting documents)
- Signatures for terms and authorizations
Journey enables customers to complete these steps on mobile while agents and AI receive status and verified completion.
One set of tools across every channel.
- IVR/IVA self-service containment that goes beyond menu intents
- Agent-assisted one-click actions: send payment link, request signature, request authentication
- AI orchestration for regulated workflows without putting the AI into scope
A consistent pattern that reduces handle time and reduces exposure.
Trigger
Agent, IVR/IVA, or AI invokes the workflow.
Complete
Customer completes the sensitive step on their smartphone.
Verify
Sensitive inputs route to destination systems while agents and AI receive verified outcomes and status.
Get Started
Want to modernize utilities workflows without expanding compliance burden?
We’ll demo a utilities workflow—payments, service start/stop, authentication, forms, signatures, or collections—and map the fastest path to production.
