Agent 360

Your Utility’s Intelligent Core

AI Agent 360 is the heart of the POWERCONNECT.AI platform — where generative and agentic AI come together to power every customer interaction, from contact centers to field operations. Think of it as your utility’s central nervous system — always learning, listening, and helping your team work smarter.

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What It Does

AI Agent 360 integrates directly with your existing Customer Information System (CIS) and other core platforms to provide:

  • Real-time insights and predictive responses.

  • Conversational knowledge management that learns and improves with feedback.

  • Seamless transitions between automated AI chat or voice and live human agents.

The result? A smarter, faster, more connected way to serve customers — inside and out. 

Key Capabilities

  • Internal AI Assistant: Your utility’s private ChatGPT, built securely within your environment for agents, engineers, and IT teams.

  • Agentic Automation: 150+ pre-built AI use cases let agents ask, command, and act — like “Analyze this customer’s usage” or “Send their bill in Spanish.”

  • Unified Interface: Brings together CIS, OMS, AMI, GIS, and telephony systems (RingCentral, Cisco, Five9, NICE inContact) into a single workspace.

  • Real-Time Sentiment Analysis: Understand customer and agent tone instantly to improve experience and training.

  • AI Supervisor: Delivers real-time coaching, feedback, and skill development suggestions to each agent — turning performance data into actionable improvement.

  • Training Intelligence: Evaluates performance trends, identifies training needs, and automatically recommends targeted learning modules — replacing manual oversight with scalable, AI-driven coaching.

  • Command Dashboard 360: Provides supervisors with a live, holistic view of agent performance, sentiment trends, and service quality metrics across the contact center.

  • Knowledge Evolution: AI Agent 360 learns continuously from every conversation to refine responses and recommendations.

  • Omnichannel Integration: Includes AI Web Chat 360 and AI Voice 360 for seamless customer interactions across chat, voice, and portal environments. .

AI Voice

Powered by Vera, AI Voice 360 enables natural, human-like voice interactions through IVR, phone, and portal channels. It handles service requests, paymqents, and inquiries around the clock — reducing call center load while enhancing customer experience. Available as part of Agent 360 or as a standalone solution.

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AI Web Chat

A multilingual, voice-enabled assistant that lives on your website — providing customers with real-time, conversational answers 24/7. Connected directly to your CIS, FAQs, and payment systems, it delivers fast, secure, and context-aware support through text or speech. Can be deployed as part of Agent 360 or as a standalone product.

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Why It Matters

Utilities face rising customer expectations and complex systems.

AI Agent 360 simplifies it all — reducing handle times, improving accuracy, and empowering your team to focus on what truly matters: people, not processes.

With integrated AI Supervisor and Command Dashboard 360 capabilities, utilities gain instant visibility into agent performance and customer experience — replacing reactive monitoring with proactive, data-driven coaching that strengthens every interaction.

Integration-Ready

Works seamlessly with:

  • Customer Information Systems (CIS)

  • Outage Management Systems (OMS)

  • Geospatial Information Systems (GIS)

  • Advanced Metering Infrastructure (AMI)

  • Telephony Platforms: RingCentral, Cisco, Five9, Talkdesk, NICE inContact ms

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