The Digital Voice Of The Customer

Listen to our latest podcast and discover how AGENT511 brand new Conversational Virtual Assistant (Chatbot) can transform your utility's customer interactions by leveraging state-of-the-art AI technology, customized with real utility data.  You will also access a roadmap for introducing and scaling this solution within your organization.

Enjoy the episode and:

• See how AGENT511 AI Assistant manages outage reporting, billing inquiries, and energy usage questions in real-time.
• Explore personalized customer engagement through tailored responses based on real utility data.
• Learn about multi-channel accessibility with our cloud-based deployment, and potential expansions to other digital platforms.
• Discover how you can implement this solution now with AGENT511 Utility Conversational AI Pilot Program.

In this episode, the AGENT511 team discusses the company's vision for integrating LLMs and Generative AI into your utility customer engagement strategy.

Listen to Jay Malin, Managing Director; Raed Adhami, CTO; and Leo Molina, Director of Software Architecture as they explain why this moment in history is like no other – from the rising costs of customer service and labor shortages, to higher need for productivity and evolving customer expectations of our post-pandemic society.

A new kind of unified digital brand is on the horizon for the utilities that are ready to leverage the opportunities introduced by Generative AI.

Discover more in this episode.

In this episode, Denis Marin, Sr. Product Manager at Intrado and Jay Malin, Managing Director at AGENT511 discuss how to maximize the usage of one of the most important available tools – the camera phone – to enable dispatchers to link emergency calls with multimedia and live streaming video, and better prepare first responders to rapidly tackle danger. Both industry leaders demonstrate the capability and describe use cases.

Listen to this episode and learn about:

• How you can utilize our tools to put dispatch in control of streaming video and multimedia;
• Multiple use cases, best practices, and insights into emerging industry standards;
• AGENT511-Intrado Power 911 recently launched integration;
• How AGENT511 and Intrado can help you better respond to emergencies.

In this episode our CEO Jay Malin meets with Russ Henderson, Director of Research and Councils at Chartwell, to discuss their experiences working with leading utilities to create successful customer engagement programs.

In this episode our CEO Jay Malin meets with Paul Guest, Senior Director of Business Development and Product Marketing at Zetron, a Codan Company.

Paul is a veteran of the public safety industry and is proud to play a small but important role in helping public safety one conversation at a time. He's an active volunteer in his community and is truly dedicated to excellence in public safety.

The podcast explores the recent acquisition of Zetron by Codan, and the exciting opportunities that lie ahead not only for the organization and their customers but the wider industry, too.

What are some of the challenges and opportunities for campus safety to take a leading role in student wellness and public safety? How are campus departments coping with communication and social adversities during COVID-19 both internally and in the wider community?

In this episode our CEO Jay Malin meets with Michael Thompson, Chief of Police at Arizona State University, to understand how police departments in the US have navigated challenges throughout the pandemic – from interactions with the public and liaising with external public safety bodies, to redefining the limits of law enforcement amid social justice movements.

Chief Thompson – who’s been serving as Chief of Police since 2014 – joined the ASU Police Department in May 2008 after spending 20+ years in a variety of assignments with the City of Mesa Police Department. He received a Doctorate from ASU’s Mary Lou Fulton Teachers College in Leadership and Innovation, and has also earned a Masters of Administration/Leadership degree from Northern Arizona University, and a Master of Education from Northern Arizona University.

In this episode our CEO Jay Malin sits down with Krystle Ramos, Director of Business & Partner Development at First Billing Services (FBS), a Paya company. They discuss new avenues to promote customer engagement through digital payments, especially within the public sector. In particular, Krystle illustrates how alternative payment methods (mobile payments, digital wallets, prepaid cards etc) have become the new normal. FBS – which partners with Agent511 – provides innovative billing solutions to the utilities, government, healthcare, multi-family and service industries. Their solutions enable organizations to focus on their core competencies, increasing customer service, retention and revenues while reducing operational expenses.

In this episode Raed Adhami, co-founder and CTO of AGENT511, meets with Jason Perry, CTO of Mindgrub Technologies, to discuss some of the top technology trends that have emerged recently in an effort to differentiate and combat the "digital noise". As users are increasingly turning to their mobile and tablet devices as their platforms of choice, what are the most exciting mobile feature updates? How do we see AI and chatbots affecting customer service?

In this episode Raed Adhami, co-founder and CTO of AGENT511, meets with Jason Perry, CTO of Mindgrub Technologies, to discuss how the global pandemic has transformed our digital habits over the past year. From new exciting opportunities (e.g. remote working, more flexible lifestyles), to the challenges of managing home learning and combating the "digital noise", this is an honest take by two busy tech professionals on how COVID-19 has impacted both our professional and personal lives.

What are some of the latest trends and innovations in outage communications? In our newest podcast Jay Malin, Managing Director of AGENT511, sat down with Russ Henderson, Senior Research Manager of Outage Communications at Chartwell, the leading utility research organization.