Seasonal peaks
Weather and rate changes push call volumes far beyond what a team can staff for.
Solutions
Utilities
Utilities and home services talk to every household, including the ones that are struggling. Spine lets AI handle billing and arrears calls while protecting the customers who need a person.
The problem
High volume, thin margins and vulnerable customers.
Bill shocks and seasonal peaks swamp contact centres at the moment customers most need help.
Vulnerable customers
Medical needs, hardship and disconnection risk call for a careful person, not a script.
Regulator scrutiny
Arrears and disconnection practices are watched closely and every contact can be questioned.
How Spine answers it
AI for the routine calls, people for the sensitive ones.
Voice AI
Billing questions, payment reminders and outage updates at peak volume.
Learn moreCollections
Arrears outreach with payment plans approved before they land.
Learn moreLiveAssist
Guidance for the agents who handle hardship and vulnerable customers.
Learn moreNEQQO
Every call checked for how vulnerable customers were treated.
Learn more
On the platform underneath
Guardrails on every step
Checks run after every generation step, so a reply that breaks a rule is blocked before a customer sees it.
Governed executionApproval gates
No write runs without a decision from a named person. Nothing reaches a customer account by accident.
Approval gatesCockpit
Pause a product, set an autonomy ceiling or a daily spend cap without an engineer. Every change is recorded.
Cockpit
Regulations that matter
Mapped to the rules that apply to customer contact.
Disconnection and vulnerable customer policies are written into the approved procedure, so every agent follows them.
TCPA
Controls mapped for consent and calling rules on automated reminder and arrears calls.
USControls mappedPCI DSS
Controls mapped for taking bill payments by phone, with evidence of how card numbers are kept out of transcripts.
GlobalControls mappedCCPA
Controls mapped for consumer privacy rights on customer records.
USControls mappedPIPEDA
Controls mapped for consent and personal information handling in Canadian service areas.
CanadaControls mappedNIST CSF
Controls mapped for cyber security practices expected of critical infrastructure operators.
GlobalControls mappedSOC 2
Controls mapped with evidence collected from the platform for vendor risk reviews.
GlobalControls mapped
Controls mapped, not a certification
Spine maps its controls to these frameworks and collects evidence from the platform itself. That is designed to support your own compliance work. It is not a certification and it does not replace your legal advice.
Illustrative scenario
A regional utility gets through a winter bill peak.
A regional electricity and gas utility expects a surge of billing calls after a cold month and wants to protect customers at risk of disconnection.
Routine calls automated
Voice AI answers balance and payment questions and books payment arrangements for approval.
Risk flagged
A customer who mentions a medical need or hardship is handed to a person straight away.
Arrangements approved
Every payment arrangement waits for a named person before it reaches the billing system.
Peak managed
Operators watch the Cockpit and set a daily spend cap for the peak. Every change is recorded.
Illustrative scenario
This is a composite example of how the products work together. It is not a customer story and it describes no real organisation.
Get through the next peak with care.
We will show a billing call, a vulnerable customer handover and an approved payment arrangement.