loading_agent…
Energy & Utilities 9 weeks · 2025
Southwest Gases
An always-on voice concierge that handles every inbound call and books outbound pitches in its spare time.
A natural-language voice agent that fields every customer call, navigates account-specific data, and runs outbound campaigns for the marketing team without ever sounding like a bot.
97%of inbound calls resolved without human handoff
31%lift in qualified outbound conversions
6,200+staff hours automated per year
The challenge
What we were up against
Southwest Gases was losing 22% of inbound calls to abandonment during peak hours and burning ops budget on after-hours staffing. The marketing team also had a backlog of warm leads that nobody had time to call.
Our approach
How we got from zero to live
- 01Mapped every inbound call type billing, outages, new connections, complaints into a tiered intent model.
- 02Indexed customer records, plan documents, and SOPs into a secure retrieval layer the agent could query at sub-second latency.
- 03Designed a brand-aligned voice persona with regional accent calibration and explicit fallbacks for sensitive intents (medical hardship, payment disputes).
- 04Wired a parallel outbound mode for the marketing team same brain, different objective, full opt-out compliance.
The solution
What we shipped
- 24/7 inbound voice agent answering on the first ring across all 18 service regions.
- Per-call transcripts, recordings, sentiment, and outcomes synced to Google Sheets and routed by department.
- Automatic email digest to the ops lead every morning with flagged escalations.
- Outbound dialer that pitches new gas plans to qualified leads, books site surveys, and logs every objection.
Tech stack
VapiTwilioElevenLabsGPT-4oGoogle Sheets APIn8n
Every week you wait costs another 31.5 hours
Ready to run on AI infrastructure?
Book a 30-minute infrastructure audit. We'll map your workflows, show you which manual work disappears first, and tell you honestly whether we're the right fit. No slides, no sales theatre.