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Image by Pawel Czerwinski

Use Case: Utilities (Energy and Water)

Reduce avoidable contact caused by outdated or inconsistent guidance

Utilities operate under constant change: outages, billing, vulnerability policies, and regulatory requirements. index AI finds contradictions and ROT (redundancy, outdated, trivial) across your knowledge estate and helps you fix it with controlled governance and clear metrics.

  • Improve outage and billing accuracy across channels

  • Reduce complaints caused by inconsistent policy guidance

  • Create traceable governance for regulated change

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WHY IT MATTERS

When outage guidance differs between the website, contact centre scripts, and internal articles, customers lose trust and teams waste time aligning on “what’s correct”. The same happens with vulnerability policies, complaints handling, and tariff explanations.

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index AI helps you establish a baseline and then improve it continuously. You get a prioritised remediation plan and governance workflows that keep knowledge clean as regulations and operational realities change.

 
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WHAT WE DO

Scope

  • Identify high-risk knowledge domains and ownership gaps

  • Map systems and approval chains for sensitive content

Scan

  • Detect duplicates, contradictions, ROT, broken links, orphan pages

  • Cluster issues around outages, billing, vulnerability, and field ops

Solve

  • Approval-driven remediation with audit trail and accountability

  • Track impact over time and prove improvement to stakeholders

Shift

  • Consolidate and restructure content to reduce sprawl

  • Migrate and redirect safely so users always land on the right page

 
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WHAT YOU’LL GET

  • A knowledge health baseline with top remediation opportunities

  • A prioritised plan aligned to customer impact and regulatory risk

  • Proof of improvement over time, not just a one-off clean-up

 
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FAQs

Is this only for contact centres?
No. It supports digital self-service, field teams, operations, and ITSM too.

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Can you prioritise by customer impact and risk?
Yes. We focus on the content that drives the most avoidable contact and the highest risk.

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Does this help with vulnerable customer policies?
Yes. We highlight drift and inconsistencies and enforce governed updates.

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How do you keep it clean after the initial work?
Governance workflows and continuous scanning prevent quality debt from returning.

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What’s the typical pilot scope?
Outages plus billing plus one policy domain is a strong starting point.

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