Storm outage reports logged from hundreds of callers
An ice storm takes out a feeder at 6 p.m. and four hundred members call in an hour. Every one is answered, matched to the outage and told what the crews have posted, while the control room works.
A member calls to report no power, flickering lights or low pressure, often all at once in a storm.
Finds the service address, matches it to a known outage or opens a new report, reads the estimate.
Clean outage reports on the map, hazards split out, and a control room left to restore power.
How it works
- Answers every caller
Four hundred calls in an hour are four hundred answered calls. No busy signal, no full voicemail box.
- Finds the address
From the caller's phone number on the account, or the civic address or lot and concession they give, confirmed back to them.
- Matches the outage
If the address is inside an outage your crews posted, she says so and reads the cause and estimate they entered.
- Opens new reports
Outside a known outage, she logs a new report with the time it went out, whether neighbours are out and anything they saw or heard.
- Asks about hazards
Every outage caller is asked if they see a wire down or anything sparking. A yes goes straight to the control room.
- Offers an update text
She offers a text when the estimate changes and when the outage is marked restored, so people stop calling back.
Example call
- CustomerOur power just went out. We're at 4417 Sideroad 10, out past Tavistock.
- AI agentThanks for calling. That address is in an outage our crews posted at 6:12, about 340 homes. They think ice brought a line down near the substation.
- CustomerAny idea when it's coming back?
- AI agentThe crew's current estimate is around 11 tonight. It may change as they get in there. Do you see any wires down or anything sparking near you?
- CustomerNo, nothing like that.
- AI agentGood. Would you like a text if the estimate changes, and when your power is back on?
- CustomerYes, that'd be great.
After the call: The call is logged against the posted outage, the member is signed up for update texts, and the control room never hears this call, only the reports that add something new.
What your team gets
- New outage reports with the address, time and what the caller saw
- Calls matched to posted outages instead of duplicate tickets
- Hazards separated and sent to the control room at once
- Update texts that cut repeat calls
- A storm report of calls answered, by area and hour
Questions
Will she guess when power is back?
Never. She reads the estimate your crews entered. If there isn't one yet, she says the crew is assessing and offers a text when they post it.
How many calls can she take in a storm?
Many at the same time. A storm that brings hundreds of calls in an hour is answered the same as a quiet Tuesday.
Can she tell a new outage from a known one?
Yes. She checks the address against the outages your crews posted. Anything outside them is logged as a new report.
What about water and gas?
The same pattern works for a water main break or low gas pressure, with the questions and safety lines your team writes.
Hear it on your phone
Request a demo call and the agent phones you, set up for utilities and co-ops like yours.