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 answering a question.
Dial AI and SpryPoint have partnered to bring AI customer service to utilities running SpryPoint — and we could not be happier about how this one has come together.
The product is called SpryAssist. It is SpryPoint’s AI agent for utility customer service, and it runs on Dial AI’s technology underneath.
Why this pairing works
SpryPoint builds cloud-hosted utility software, and that turns out to matter enormously for an AI agent.
An agent that can only read a help page can deflect a question. An agent wired into the system of record can finish the job — confirm the balance, explain the charge, take the payment, start the move-in, write the result back so the next person to look at the account sees what happened. The difference between those two is entirely a question of how well integrated the agent is.
With SpryPoint, integration is the easy part. Modern APIs, a hosted platform that is current for every customer on it, and a product team on the other end of the conversation — so SpryAssist is not scraping a screen or guessing at state. It reads and writes the real thing, in real time.
That is why SpryAssist can be configured rather than hard-coded. When a utility changes its payment arrangement rules or its deposit policy, that is a configuration change, not a project.
What it does not touch
SpryPoint stays the system of record, untouched. SpryAssist reads from it and writes to it; it never replaces it.
What Grace does take over is the phone system in front of it — either fully, or by answering ahead of what a utility already has in place.
Where it helps most
Every utility describes the same week to us. A billing cycle lands, or a storm rolls through, and the phones go from busy to impossible. People wait on hold to ask what they owe. Staff spend the day repeating themselves instead of working the cases that genuinely need a human being.
Hiring does not fix that, because the peak is short and recruitment is long. SpryAssist answers through it — nights, weekends, and every call that arrives at the same moment as thirty others — and hands over to a person when a person is what the situation calls for.
Built and supported together
SpryPoint and Dial AI build and support SpryAssist jointly. It is sold and delivered as part of SpryPoint, so for a utility this is a new capability from a platform they already run and a team they already know, not a second vendor to onboard.
If your utility runs SpryPoint and you want to see what SpryAssist would do with your own calls, book a demo.