Hansen Technologies and Dial AI have entered a strategic partnership to accelerate development and global distribution of AI-powered customer engagement for utilities — bringing Hansen's AI Virtual Agent, built on Dial AI's technology, to the Hansen Suite for Energy & Utilities.
Hansen Technologies has made a strategic investment in Dial AI, forming a partnership to accelerate the development and global distribution of AI-powered customer engagement solutions for the utility sector.
The investment underpins Hansen’s AI Virtual Agent, now part of the Hansen Suite for Energy & Utilities. The agent handles complex customer queries across voice, email, SMS and messaging channels, and is built on large language models fine-tuned for sector-specific requirements and delivered as a SaaS solution on AWS infrastructure.
Why utilities, and why now
Utility contact centres carry a particular kind of load. Volume is spiky — storms, outages and billing cycles produce surges no staffing model absorbs cleanly — and the answers customers want live inside systems of record rather than in a knowledge base. That combination is what makes generic chatbots fail in this sector, and it is the problem both companies have spent years on from different directions.
Hansen brings decades of billing and customer information systems in energy, utilities and communications. Dial AI brings the agent that sits in front of them.
“With engineering innovation, and a clear focus initially on the utility sector we are proud to bring Hansen’s AI Virtual Agent to market and deliver a seamlessly integrated Conversational and Generative AI solution working alongside existing call center agents to elevate the customer service experience.”
— David Castree, President of Energy & Utilities, Hansen Technologies
What it changes
The distinction that matters is integration. An AI agent that can only read a FAQ can deflect a question; an agent connected to the CIS can resolve the request — check the balance, confirm the outage, take the payment, write the order back. Pairing Dial AI’s agent with Hansen’s customer information systems puts the second option within reach for utilities already running that stack.
The solution is multilingual out of the box, and works alongside existing call-centre agents rather than replacing them — routing what it cannot complete to staff with the context already gathered.
For Dial AI, the investment accelerates a distribution path into utility markets worldwide that would take years to build directly.
Coverage of the announcement: Hansen launches AI-powered virtual agent · Hansen AI Virtual Agent to transform customer service · Hansen unveils AI-powered virtual customer service agent