Resolveincidents60%faster

Public utilities face a volume of customer requests that is often massive and highly variable — bills, outages, moves, complaints, connection requests — that traditional service centers struggle to handle effectively. SkaLean transforms this customer experience at three levels:

1. Instant omnichannel response: the AI assistant instantly answers recurring questions about rates, consumption, response times, and procedures, regardless of the time or channel used by the customer.
2. Automated processing of standardized requests: account holder changes, statement requests, service activation/termination — without human intervention, in minutes rather than days.
3. Operational knowledge base: Studio IA puts all technical, regulatory, and procedural documentation at agents' fingertips, reducing search time and variability in response quality.

The concrete result: a 60% reduction in average resolution time, 24/7 service availability, and measurable customer satisfaction increases from the first month of use. SkaLean's infrastructure is hosted on sovereign Canadian servers with availability levels compliant with essential service requirements.

Managing after-hours requests is one of the major challenges for public utility operators: a power outage at 2am, a water leak on a Sunday, an abnormal gas pressure in the evening cannot wait until the next day. SkaLean deploys a 24/7 AI assistant capable of automatically qualifying each incoming request according to its severity, type, and location.

For critical incidents, the system can automatically trigger an alert to on-call teams according to configurable escalation protocols. For non-urgent requests, it collects all necessary information, creates the ticket in your management system, and informs the customer of the estimated response time.

This autonomous processing capability reduces by 70% the volume of requests requiring immediate human intervention, allowing your night or on-call teams to focus on genuinely urgent incidents. The assistant also manages proactive follow-up: if an intervention is scheduled but delayed, the customer automatically receives a notification with the new estimated time.

Managing a major outage simultaneously involves customer communication, field team coordination, intervention documentation, and restoration time tracking — complex information flows that SkaLean Automatisation IA orchestrates centrally.

As soon as an incident is detected, whether reported by a customer, detected by your SCADA system, or identified by your teams, the outage management workflow activates:

• Customers in the affected area receive proactive notifications.
• Available technicians are alerted based on their skills and location.
• Necessary parts are checked in stock.
• A coordinator is assigned to manage the intervention.

Studio IA makes all relevant diagrams, plans, maintenance histories, and intervention procedures immediately available to technicians, directly accessible from their mobile terminal. The system automatically generates incident reports for regulatory authorities and archives documentation for your preventive maintenance program.

Integration with existing systems is a priority in public services where technical infrastructure is often complex and replacement cycles are very long. SkaLean integrates via standard REST APIs and native connectors with the main platforms in the sector:

1. Industrial ERPs (SAP, Oracle): bidirectional connectors allow SkaLean to consult billing data, service contracts, and customer histories to personalize AI assistant responses.
2. CMMS (IBM Maximo, Infor EAM, SAP PM): integration enables automatic creation and tracking of work orders directly from SkaLean workflows.
3. SCADA systems: webhooks can be configured so operational alerts automatically trigger incident response workflows.
4. CRM and ticketing: bidirectional synchronization ensures data consistency across all your tools.

Our integration team analyzes your existing architecture during the deployment project to configure optimal connections.

Regulated public services operate in an environment where regulatory compliance is both a legal obligation and a critical reputational issue. SkaLean integrates multiple compliance layers adapted to the Canadian context:

1. Personal data protection: the platform complies with Law 25 in Quebec, PIPEDA at the federal level, and provincial data residency requirements. All data is processed and stored on sovereign Canadian servers.
2. Sector regulatory obligations: for the CRTC (telecommunications), the Régie de l'énergie (gas and electricity), and the National Energy Board, SkaLean maintains complete audit logs of all interactions, automated decisions, and interventions, allowing you to demonstrate compliance during regulatory audits.
3. Performance reports: response times, resolution rates, restoration times — automatically generated in the formats required by each body.

Specific compliance rules can be integrated into your workflows to ensure regulatory procedures are systematically followed.

Peak periods — heat waves, extreme cold, exceptional events — generate surges in demand that can multiply normal volume by 5 to 10 in a matter of hours, putting service centers under extreme pressure. SkaLean is designed to absorb these peaks without degradation in service quality.

The scalable cloud architecture allows the AI assistant to process thousands of simultaneous requests without perceptible latency, maintaining response times under 2 seconds regardless of load. During a crisis, the system automatically activates proactive communication protocols: customers in at-risk areas receive preventive alerts, safety advice, and real-time network status updates.

Intervention prioritization workflows automatically switch to degraded mode to concentrate human resources on the most critical situations. Crisis scenarios can be pre-configured with standard messages, automatic escalations, and inter-team coordination protocols, allowing your operators to focus on decision-making rather than communications management.