INDUSTRY · UTILITIES

Turn every outage and bill into a moment of trust.

Cloud4Feed listens after every outage, bill and field visit, shows which district needs attention first and routes every issue to the regional team that can fix it — so customers hear back, not just hear about it.

Request a Demo → See how it works ↓

SMS & WhatsApp surveys
Voice AI calls
Call scoring

CityVolt Service by district Today Spike in Westbrook

OUTAGE COMMUNICATION · NEGATIVE MENTIONS

Westbrook46%

Northfield14%

Hillcrest11%

Oakmere9%

Southvale12%

WhatsApp survey · Ruth P.Poor

“…nobody told us it would run late.”

Outage communication — negative

Contact-centre call · QA 68 Missed: restoration estimate

Social post · Westbrook

“Any update on when the power's back?”

Outage communication — negative

Flagged: Westbrook · outage communication → case for West Region Ops

ASK AIWhy did service NPS drop in Westbrook?

Loop closedWestbrook case resolved by West Region Ops

THE UTILITIES CHALLENGE

Customers judge you on your worst day.

An outage that runs late, a bill that doesn't add up or a crew that arrives without warning — these are the moments customers remember, and they rarely tell you directly.

Outages bring a wave of complaints

When the power goes off, calls and posts arrive all at once. Without a clear view by district, nobody knows where communication is failing.

Bills and meters test trust

Estimated readings and unexpected bills make customers doubt every number — and the reasons stay buried in call notes.

Field service goes unmeasured

Crews visit thousands of homes, but how each visit felt to the customer is rarely asked.

THE CUSTOMER JOURNEY

Listen at every moment that builds or breaks trust.

From the first connection to a resolved complaint, each step has its own channel. Cloud4Feed listens at all of them — and reads them as one story.

Social posts & reviews — at any step

Complaints peak here

New connection

Survey (email · SMS)

Connection lead time

Meter reading

SurveyWhatsApp

Meter reading accuracy

Bill & payment

SurveyWhatsApp

Bill accuracy

Planned works & outages

WhatsAppSMS survey after restoration

Outage communication

Fault report & field visit

Voice AIWhatsApp

Field technician punctuality

Contact centre

Scored callsPost-call survey

Call wait time

Complaint & resolution

SurveyVoice AI

Complaint resolution

Voice AI calls run voice-only or after your digital invites — you choose per survey.

Day 1 · Industry-ready

A topic model built for utilities — no training period.

From the first response, every survey answer, chat, call and post is coded into utility topics, sentiment and emotion — in 50+ languages. New topics are spotted automatically; your team approves them.

How the AI engine reads every channel

Connection lead time
Meter reading accuracy
Bill accuracy
Payment options
Outage communication
Restoration time
Field technician punctuality
Call wait time
Agent knowledge
Complaint resolution

HOW IT WORKS IN UTILITIES

From the outage to a closed loop.

The same Listen → Analyse → Insight → Act loop as the rest of the platform — set up for outages, bills, field visits and contact-centre calls.

01 · LISTEN

Hear customers after every service moment

When the power is back, customers get a short survey by SMS or WhatsApp. Field visits get an AI voice follow-up — voice-only or after a digital invite.

WhatsApp · After restoration · Ruth P. · Poor

Voice AI · Meter replacement · Tom B. · Completed ✓ · 1:38

SMS survey · New connection · Hillcrest · Satisfied

SurveysWhatsAppVoice AIReputation Management

Surveys Ask the right question, to the right person — in minutes. WhatsApp Conversational Interviews Hear from the customers email and SMS miss. Voice AI Telephony Interviews Give your survey a voice.

02 · ANALYZE

Every call and comment, read the same way

Every contact-centre call is transcribed and scored, not just a sample. Calls, surveys, chats and posts are coded into the same topics — so a call and a WhatsApp answer about the same outage count as one issue.

Call #U-55102 · Outage enquiry · QA 68Missed: restoration estimate

Outage communicationnegative

CallsWhatsAppSurveysSocial

Call Quality MonitoringConversation & Text Intelligence

Call Quality Monitoring Score every call. Not just the few you have time to hear. Conversation & Text Intelligence Every conversation, understood — in every channel and language.

03 · INSIGHT

See which district needs you first

Compare districts on a map and ask AI what to fix first. Get an alert the moment complaints spike in one area.

ASK AI Why did service NPS drop in Westbrook? Outage communication during overruns — +1.6 NPS if fixed

Spike · Outage communication · Westbrook · last 3 h

AI Insights & Predictive Analytics

AI Insights & Predictive Analytics Know what to fix first — and who's about to leave.

04 · ACT

Route it to the right regional team

A spike in one district becomes a case for that region's team, with an SLA and a reminder before it's due. Customers hear back, and regional managers get an automatic weekly report.

Flagged: Westbrook · outage communication

Case #5530 · West Region Ops · SLA 24h

✓ Resolved

Weekly district report · every Monday · regional managers

Workflow & Closing the Loop

Workflow & Closing the Loop Close the loop with cases, alerts and follow-ups.

CUSTOMER STORY · SAMPLE

One late restoration. One answer. Two fixes.

CityVolt · Ruth P. and the Westbrook planned works

Ruth knew the power would go off — but not that it would stay off almost three hours longer. Her WhatsApp answer reached Customer Care, who called her back. Read together with every call and post from Westbrook, the same AI engine showed the bigger fix: updates when planned works run late.

See how WhatsApp interviews work

Planned works

Westbrook · TuePlanned 09:00–13:00 · power back 15:40

Her answer

How well did we keep you informed?

GreatOkayPoor ✓

What could we have done better?

We knew about the outage, but nobody told us it would run late.

Coded

Outage communicationNEGATIVERestoration timeNEGATIVEFrustrationEMOTION

Her case

Case #5527Outage communicationCustomer Care · SLA 24hResolved ✓Ruth called back

The pattern

Westbrook · Spike

ASK AIOutage communication during overruns — +1.6 NPS if fixed

CASEAuto-assigned to West Region Ops

Loop closedWestbrook case resolved by West Region Ops

WHAT UTILITY TEAMS TRACK

The numbers you'll move.

Service NPS

How every service moment lands, by district.

Outage communication satisfaction

Whether customers felt informed, start to finish.

Field visit CSAT

How every crew visit felt to the customer.

Call quality score

Every call scored, not a sample.

Case resolution time

How fast complaints are closed, by region.

YOUR FIELD AND CONTACT-CENTRE TEAMS

The people on the front line have a voice, too.

Field crews and contact-centre teams rarely sit at a desk. Reach them with short check-ins on WhatsApp or by AI voice call, read their comments with the same AI engine, and see employee and customer scores side by side, region by region.

Explore Employee Experience

CK Enerji (Boğaziçi Elektrik) listens to its employees with Cloud4Feed.

WHATSAPP · WEEKLY CHECK-IN

How supported did you feel on this week's outage shifts?

VerySomewhatNot really

West Region

Employee score

Customer score

CUSTOMERS

Trusted by service-led teams.

100+ companies across 15+ industries run their voice of customer programme on Cloud4Feed.

Read customer stories

BUILT FOR THESE TEAMS

All industries

See what your customers say after the lights come back on.

A 30-minute walkthrough with a utilities setup: post-restoration surveys, field-visit calls and district alerts on sample data.

Request a Demo → Talk to sales

Turn every outage and bill into a moment of trust.