Government · SUPPORT
Request help after a failed digital submission for a utility provider
shorter recovery time for residents
- Business problem
- Customers of a utility provider cannot reliably request help after a failed digital submission because guidance and ownership are fragmented.
- Trigger
- A customer contacts the utility provider through an enabled service channel with this intent.
- Customer intent
- request help after a failed digital submission
- AI action
- capture the error context and route to the owning service
- Human escalation
- Escalate when outside policy, protected data is required, or the customer asks for a human.
- Required knowledge
- utility provider catalog and service policy, current operating hours and escalation policy
- Channels
- WHATSAPP, TELEGRAM, WEB_CHAT, EMAIL
- Integrations
- knowledge base, conversation inbox, ticket or workflow record