What MEGA.AI does for utilities
MEGA.AI provides deterministic voice AI for energy and water providers. It handles the customer journey from failed direct debits, bill shock and price change calls to Priority Services Register support, vulnerability, billing disputes and collections, with affordability and payment plans in development. The agent speaks only wording and rules the provider has approved, so every response traces back to approved logic and can be evidenced to Ofgem or Ofwat.
Be there before it becomes debt.
Early engagement, proactive care, Priority Services Register and every phase of collections. Consistent, compliant and on-script at every stage.
Engage early. Care proactively. Protect the vulnerable.
Failed direct debits & missed payments
Bill shock & price change calls
“I love you” calls
PSR support
Fair, controlled conversations in every phase.
Affordability & payment plans
Vulnerability journeys
Broken arrangements
What should a UK utility require from a voice AI platform?
Approved wording in every phase
Billing, arrears and collections conversations use only content your organisation signed off.
Vulnerability and the PSR
The agent recognises vulnerability signals, routes customers to support and passes Priority Services Register needs to your team.
ID&V with human transfer
Verification before any account detail, then transfer to a person with full context when needed.
Affordability, step by step
SFS-compliant income and expenditure with IE Hub through ELLIE, launching Q4 2026, and signposting to benefit checks as you approve.
Evidence for the regulator
Every response traces back to approved logic, so you can show exactly what was said, to whom and why.
Integration as you scale
Billing, CRM, payment and dialler infrastructure, connected step by step from the first journey.
Vulnerable customers. Essential services. Zero room to improvise.
In utilities, a wrong word to a vulnerable customer is not a UX problem. It is a compliance problem.
Ofgem and Ofwat in the UK, and public utility commissions across the US, leave no room for automation that improvises. MEGA.AI cannot generate an unapproved response, so you know exactly what was said, to whom and why.
What it delivers to the executive team.
Reduce bad debt while meeting regulatory expectations on customer care.
Earlier resolution of missed payments and a lower cost to serve.
Controlled treatment of vulnerable customers and complete evidence for Ofgem and Ofwat.
Seasonal and price-change peaks handled without additional headcount.
Proactive care and PSR support at a scale human teams cannot reach.
Governed integration with billing, CRM, payment and dialler infrastructure.
Utility questions, answered.
Can MEGA.AI help with the Priority Services Register?
Yes. It recognises customers who may need extra support, captures their needs in approved wording and passes them to your team, who handle consent and the Priority Services Register registration.
Can it call customers after a failed direct debit?
Yes. It calls customers as soon as you pass on a failed payment or another change, not weeks later, and offers approved options, including payment in the call.
How does it treat vulnerable customers in collections?
It recognises vulnerability signals and routes the customer to support, including passing Priority Services Register needs to your team, using only approved responses.
Can it run affordability assessments?
Not yet in live journeys. SFS-compliant income and expenditure with IE Hub launches through ELLIE in Q4 2026. Today the agent records a promise to pay and signposts benefit checks as you approve.
What evidence does a utility get for Ofgem or Ofwat?
Every response traces back to approved logic, so you can show exactly what was said, to whom and why.
Does it handle billing disputes?
Yes. It captures the query and passes the details to your billing team, in your call outcome report or, once connected, directly in your billing or CRM system.
Last updated
Then own the whole one.
Early engagement, “I love you” call, PSR or collections. Select the journey to prove first. Integration with your billing platform, CRM, payment providers and CCaaS platform follows as you scale.