Utilities: Customer-to-Cash
Most utility customers with an outstanding balance have already called to explain it.
Your support team hears every billing dispute, service complaint, and hardship conversation before collections ever gets involved. Moveo captures that context so your AR and collections teams act on the full customer picture, not just days past due.
9x ROI
on AI customer service
83%
of customer inquiries resolved without a human agent
19x ROI
on AI collections
29%
of overdue payments collected within 10 days
What Moveo delivers
Full customer lifecycle context across teams.
Every signal is captured in real time, every action governed by your policies, and the next best move decided automatically.
When a utility customer disputes a bill, support knows. When field ops reports an outage, billing pauses the disconnection notice.
Always-on memory
Cross-team
Real-time
TrueThread
Policy enforced, actions logged
Actions check against your frameworks, fire, and log with a trace ID. Regulator-ready everywhere.
TruePath
Every channel, same memory
TrueThread keeps memory continuous while TruePath checks the policy, on any channel.
Compounding intelligence
Every conversation sharpens the next. Patterns connect, and the system grows smarter with each interaction.
Channels and integrations
Wherever the customer reaches out.
One memory behind it all.
Voice
Inbound billing and outage calls, outbound collections outreach, all grounded in full account history
SMS
Payment reminders, outage updates, and dispute status notifications sent at the right moment
High-engagement channel for billing explanations, payment plans, and assistance program enrollment
Web Chat
Your customer portal, handling billing questions, usage disputes, and service requests without a call
Billing summaries, dispute notifications, and payment confirmations that reflect the full account record
Mobile App
Embedded in your customer app, where customers check usage, report outages, and manage payments
Connects to your existing stack
No migrations, no rip-and-replace. Moveo integrates via API with the platforms your billing, support, and collections teams already use.
Most utilities connect to their existing billing platform and CRM in 4–8 weeks. Customer data stays in your systems of record. Moveo adds the coordination layer.
See it across thousands of service interactions.
Book a 30-minute session. We'll walk through the utilities scenarios that map to your operation, from outage response to payment plan, not a generic demo.
FAQs
Our billing platform is deeply integrated into operations. Can Moveo connect without disrupting it?
Moveo integrates via API with existing utility billing systems, CRMs, and communication channels, with no data migration required. The platform reads from and writes to your systems of record. Most utilities go live in 4–8 weeks, starting with one function, typically customer support, and expanding from there.
We serve a significant portion of low-income customers. How does Moveo handle assistance program enrollment?
TrueThread captures hardship signals from every support interaction and routes eligible customers to LIHEAP, HEAP, or utility-specific assistance programs within TruePath-governed eligibility criteria. Customers who qualify are identified and guided through enrollment, without requiring a human agent for every case.
How does Moveo work alongside our existing IVR and self-service tools?
Moveo works alongside existing IVR and self-service infrastructure. It adds the context and memory layer those tools lack: capturing what customers say, linking it across departments, and ensuring collections and AR act on the full picture. No rip-and-replace required.
What is an AI agent platform for utility customer service and how does it work?
An AI agent platform for utility customer service deploys AI agents that handle billing inquiries, usage disputes, outage updates, payment arrangements, and assistance program enrollment, with full access to the customer's account history and prior interaction context. Unlike an IVR that routes calls or a chatbot that answers FAQs, a purpose-built utility AI agent connects to your billing platform and CRM, resolves issues at first contact, and ensures every downstream team (AR, collections) acts on what support already learned.
How does AI reduce utility arrears and improve collections recovery rates?
AI collections agents improve recovery by acting on the reason behind a delinquency, not just the number of days past due. A customer disputing a usage spike needs a different response than a customer who missed a payment due to seasonal hardship. Purpose-built utility AI routes each account to the right intervention at scale, across every account in the early recovery window. Enerwave achieved a 19x ROI and 6.88% payment rate on terminated-contract accounts using Moveo.
How does AI help utilities handle billing disputes without regulatory risk?
TrueThread captures billing disputes at the point of the support call and makes them visible to AR and collections before any escalation action occurs. TruePath suppresses disconnection and collections outreach while a dispute is active, and enforces state-specific notice requirements and billing adjustment policies at every step. Every automated action is logged and auditable, so the decision trail is defensible in the event of a PUC or regulatory inquiry.
Can AI agents enroll utility customers in assistance programs like LIHEAP?
Yes. AI agents identify customers who show hardship signals during support interactions, check eligibility against program criteria, and guide them through enrollment for LIHEAP, HEAP, or utility-specific assistance programs. This works within TruePath governance, so eligibility decisions follow your defined criteria, not a probabilistic model. Customers who need human assistance for complex situations are routed to an agent with full context already captured.
How does AI ensure compliance with utility disconnection regulations?
TruePath encodes your state-specific disconnection rules, winter moratorium dates, required notice periods, and medical baseline protections as policy logic that governs every automated action. The platform suppresses disconnection-related outreach when billing disputes or service complaints are active, and enforces the correct sequence of notices before any disconnection action occurs. Every action is logged and traceable to the policy that permitted it.
How does an AI agent platform differ from a utility IVR system?
An IVR routes calls based on menu selections and has no memory across interactions or departments. An AI agent platform captures what each customer says, links it to their full account history, and ensures that information travels to every team that acts on that customer next. A billing dispute logged in support suppresses a disconnection notice from collections. A hardship conversation triggers an assistance program review. IVR systems can't do either of those things.
How long does it take to deploy AI customer service for a utility?
Deployments typically go live in 4–8 weeks. Moveo integrates with your existing billing platform, CRM, and communication channels via API, with no data migration required. Most utilities start with one use case, typically billing inquiry resolution or early-stage collections outreach, and expand as results are validated. 100+ pre-built collection and customer service playbooks for utilities are included from day one.
What's the difference between AI for utility customer support and AI for utility collections?
They're most valuable as a connected system. AI customer support captures billing disputes, service complaints, and hardship signals before they become collections problems. AI collections acts on those signals to apply the right recovery strategy, and to suppress escalations when support context says the account shouldn't be touched. Deploying them separately means support captures intelligence that collections never uses. Moveo connects both through a shared customer memory layer so the context compounds across the full customer lifecycle.