AI for Utility customer service teams

Pilot assists agents in real time and gives leaders live insight into support health

Say hello to Pilot

Pilot: Your AI assistant for smarter customer support and real-time insights.

Omnichannel assist

Help agents across chat, email, and voice

Instant knowledge surfacing

Pull the right info exactly when needed

Real-time executive dashboards

Monitor KPIs and team performance at a glance

How CX-AI works

Pilot listens live or reads transcript

Suggested replies appear

Real-time best practice guidance

Policy-aware guidance

Do afterwork inside Senpilot

Automated call summaries

Guidance from other AI agents

Send work to Pilot to help with

Leaders get aggregate insights

Post-interaction summaries

First contract resolution trends

Sentiment scores using natural language

AI driven weekly summary emails

Core capabilities

Agent assist

Live suggested replies, citations to source docs, tone & sentiment guardrails, auto-translation

Auto after-call work

Case notes, disposition, action items, customer recap emails - generated instantly by AI

Knowledge intelligence

Unified retrieval across KB, past tickets, policies; gaps flagged; “trust with citations” pattern

Actionable insights

Real-time analytics for leaders: QA scorecards, trend detection, and executive drill-down visibility

Executive insights

Real-time support health: AHT, FCR, CSAT/NPS, backlog, SLA risk

Cost-to-serve and deflection trends by channel

Driver analysis: top contact reasons, policy friction points, issues

Forecasting: interval-level demand forecasts and schedule recommendations

Quality analytics: automated QA, outlier detection, coaching opportunities

Who it’s for

Frontline

Faster answers, less note-taking, fewer escalations

Team Leads

Automated QA, coaching insights, queue health

Executives

Cost-to-serve visibility, trend drivers, staffing plans

Level up customer service with AI