Utility | Smile.CX

In utilities, when service breaks, support becomes infrastructure.

Smile.CX is a real-time CX control layer for FS leaders. Built to wrap around existing risk, compliance, and support systems, it ensures that every interaction — from complaint to fraud escalation — is traceable, auditable, and explains itself.

Proven impact across 4.500 clients

88%

citizens effectively interacting with Smile.CX

74%

appointments booked autonomously

82%

users satisfied

Read our customer stories

What slows CX in Utilities today

Demand spikes outpace internal coordination

Volume peaks from billing cycles, outages, or heatwaves overwhelm support flows. without dynamic triage, every spike leads to backlog, escalations, and SLA breaches.

Siloed teams and tools create invisible friction

Support, billing, field ops, and third-party contractors act on different data and logic. customers experience delays. internal teams lose visibility.

Untracked handoffs increase regulatory exposure

When a case crosses departments or providers, documentation lags. without full audit trails, SLA violations and compliance risk go unnoticed until they escalate.

Automation lacks accountability

Chatbots can handle account queries — but fail on complex exceptions, vulnerable users, or cross-service complaints. without human-in-the-loop logic, trust erodes.

Where Smile.CX helps

Smile.CX is the platforms that brings orchestration, oversight, and adaptability — across high-volume citizen flows and real-world constraints.

Routes logic across departments, systems, and providers

Escalation, resolution, and field coordination follow shared, visible rules — not manual handoffs.
Manages peak volume without service degradation

Real-time triage handles known surge patterns, queues cases by urgency, and adjusts automation-human ratios on the fly.
Logs every service-critical decision for audit and review

From automated triggers to agent overrides, every step is recorded and explainable.
Supports concurrent case handling with full context memory

Agents can manage multiple flows at once — rejoining AI-handled interactions with instant copilot summaries and no loss of continuity.
Connects to existing infrastructure without disruption

Smile.CX works with your CRM, billing engine, meter platform, and contact center stack — no rebuild or data migration required.
Keeps humans in control when the system can’t

Cases involving vulnerable users, safety risk, or repeat contact are escalated to human review by design — not exception.