Government · SUPPORT
Submit a complaint with protected identity for a utility provider
more accessible complaint handling
- Business problem
- Customers of a utility provider cannot reliably submit a complaint with protected identity because guidance and ownership are fragmented.
- Trigger
- A customer contacts the utility provider through an enabled service channel with this intent.
- Customer intent
- submit a complaint with protected identity
- AI action
- preserve anonymity where policy allows and issue a safe reference
- 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