Grace shares memory, tone and integrations across every way your customers reach you — so a conversation that starts on the phone can finish over text without starting over.
She understands what the caller actually wants, completes the routine work against your systems, and routes the rest to the right person with everything already gathered. No press-one-for-billing, no dead ends, no queue.
Listening
Those are two different systems, and utilities are right to treat them differently. Your CIS and billing platform hold the answers and stay exactly where they are — we integrate with them and write back to them. The IVR in front of them is a menu your customers resent and your team maintains, and it is the part worth retiring.
Option one
Your existing platform stays exactly as it is. Grace takes the calls she can finish end to end, and anything she should not handle passes through to the system you have today. Nothing is decommissioned, and you find out what she can carry using your own call mix rather than a projection.
Option two
Grace takes the line. There is no menu to maintain, no routing tree to keep in step with reorganisations, and no licence renewal on a platform built before any of this was possible. Calls that need a person still reach one, with the whole conversation attached.
Most utilities start at the first and end at the second. Deciding up front is not required, and starting with the safer option costs you nothing later.
Your phone lines stay open 24/7.
Grace Voice manages inbound voice calls with intelligence and consistency. She understands intent, completes routine requests like balance checks and outage reports, and routes complex issues to the right staff with full context.
Chatbots… but useful.
Grace Chat handles web and SMS conversations around the clock. It keeps tone consistent, recognizes returning customers, and connects to live staff when human input adds value.
Email without the wait.
Grace Mail turns email into a fast, trackable channel. It reads, classifies and drafts accurate responses — so the inbox never piles up and customers always get a timely reply.
Support for the people supporting your customers.
Grace Assist works alongside your agents during live calls and chats. It listens, finds the right information instantly, and suggests what to say or do next — then writes the summary automatically.
See what's really happening in your contact center.
Grace IQ gives managers the visibility they need to improve performance — tracking conversation volume, resolution and trends across every channel, and turning raw data into clear insights.
Absorbs surges during billing periods or outages so no one waits on hold.
Reduces repetitive workload, lowers burnout, and makes it easier to train new hires.
Ends confusing phone trees and dead ends — customers get direct, conversational help every time.
Guarantees every call is answered, even after hours or during peak demand.
Everything you need to know about the platform. Anything missing — just ask.
Grace handles hundreds of concurrent conversations and scales dynamically to meet demand. Unlike traditional systems limited by the number of live agents or IVR lines, Grace manages interactions simultaneously across phone, SMS, email and web chat — so customers get prompt, consistent support even during peak times or unexpected surges.
Grace is fine-tuned on customer service data, with unrelated and sensitive knowledge stripped out to keep responses focused and accurate. Guardrails including custom similarity searches detect and block inappropriate inputs and prompt-engineering attacks. Multi-layered filters and real-time monitoring keep Grace on task.
Yes. Grace supports multiple languages out of the box with no additional effort. Prompts and instructions can be provided in English, and Grace handles conversations in the customer's preferred language with accurate, context-aware responses.
Yes, and for a legacy phone system that is usually the point. Grace can take over the line entirely — she answers, understands what the caller wants, completes the work and routes what is left, so there is no menu to maintain. If you are not ready to retire the old system, she can sit in front of it instead and take the calls she can finish while the rest fall through as they do today. One thing we never replace is your system of record: the CIS and billing stay exactly where they are.
Grace integrates directly with your existing telephony, CRM and CIS. It reads account state, balances, outage events and service history from your system of record, and writes orders and notes back — so a conversation ends with your systems updated, not with a task for someone else.
It transfers to your staff with the full context attached — who the caller is, what they asked, what was already checked. The customer never repeats themselves, and the agent starts the conversation already informed.
See how Grace handles a real call on your systems — voice, chat, email and beyond.