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Notes from deploying AI agents in regulated industries — what works, what doesn't, and why.
City of Kingsport: Grace Goes Live With a Twenty-Year System Replacement
May 19, 2026 · Dial AI
Kingsport replaced a customer system it had run for two decades and put an AI agent on the phones the same week. Grace now handles 30+ concurrent calls, resolves more than 60% end to end, and does it about 50% faster than a human agent.
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August 5, 2026
Grace Answers Email: Our First Email Deployment Goes Live
Grace is now handling inbound email for a Canadian energy company — the same agent, the same systems, the same guardrails as voice. Email is the channel where a…
Read moreApril 17, 2026
What We Heard at IUCX 2026 in Tampa
Three days at the Innovate UtilityCX conference in Tampa with our partners. The AI conversation in utility customer service has moved on from whether to deploy…
Read moreNovember 27, 2025
Dial AI Powers SpryAssist, SpryPoint's New AI Agent
SpryPoint's AI agent, SpryAssist, runs on Dial AI — an agent that lives inside the platform rather than beside it, so it can resolve a request instead of just a…
Read moreApril 15, 2025
Dial AI and Harris Partner to Bring AI Customer Service to Utilities
A partnership across Harris's utility software businesses, bringing Grace to the utilities that run Cayenta, enQuesta, NorthStar, CIS Infinity, SilverBlaze and…
Read moreJanuary 3, 2025
Dial AI is Hiring a Software Developer!
We are looking for a software engineer to join our team.
Read moreDecember 18, 2024
Comparing IVR and Grace: A New Era in Customer Support
IVR is very good at the job it was designed for — routing and simple self-service. Grace does something different: multi-turn conversation against the system of…
Read moreDecember 8, 2024
Integrating Grace: A Collaborative Deployment Experience
What a Grace deployment actually looks like, from scoping through go-live and after — a joint project with your team rather than a product you configure alone.
Read moreDecember 8, 2024
What Sets Grace Apart as a Safe AI Solution
Safety in a utility contact centre is specific: don't invent answers, don't act without verifying who is calling, don't quietly get worse over time, and make ev…
Read moreDecember 3, 2024
Guiding Grace Through Customer Outage Checks: A How-To Guide
This guide outlines how to set up Grace, an AI customer service agent, to handle customer inquiries about power outages. It includes steps to introduce Grace, s…
Read moreDecember 3, 2024
The Benefits of Using Grace in Utilities
The calls that actually fill a utility contact centre — billing questions, outage reports, service starts and stops, payments, appointments — and what an AI age…
Read moreNovember 20, 2024
Hansen Technologies Makes Strategic Investment in Dial AI
Hansen Technologies and Dial AI have entered a strategic partnership to accelerate development and global distribution of AI-powered customer engagement for uti…
Read moreNovember 18, 2024
AI Meets AMI: Grace's Role in Smart Meter Success at PSE&G
Grace handled more than 10,000 calls during PSE&G's advanced metering rollout, booking an appointment for 65% of engaged callers, with zero queue time and suppo…
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