Example QA scorecard
Identity and opening, needs discovery, accuracy, empathy, resolution, and closing.
INDUSTRY SOLUTIONS
Utilities Conversation Intelligence
Support essential-service conversations with clarity, prioritization, and appropriate escalation.
Inbound
Outbound
Quality
CitrusDial use cases
Automate high-volume conversations
- New-service enquiries
- Outage routing
- Billing reminders
- Meter follow-up
- Service requests
- Payment-support routing
CitrusIQ analysis
Evaluate quality and outcomes
- Call reason
- Billing concerns
- Outage sentiment
- Vulnerability indicators
- Repeat contact
- Escalation quality
A Workflow Configured for Your Operation
Customer call
Industry workflow
Human escalation
Outcome captured
Quality scorecard
Operational insight
Dashboard metrics
Call outcomes, quality trends, review priorities, customer signals, and follow-up completion.
Data controls
Role-based access, retention settings, approved knowledge, recording controls, and audit history.
Supervisor overview
Demonstration dataCalls analyzed
1,284
Average QA
88
Review queue
24
Critical risk
3
Utilities FAQ
Can we configure the workflow?
Yes. Conversation steps, integrations, escalation rules, quality criteria, and retention can be designed around approved requirements.
Can CitrusIQ analyze existing calls?
CitrusIQ can ingest calls from CitrusDial and compatible contact-center, telephony, API, webhook, secure upload, and batch-import sources.
Are AI findings final?
No. Authorized reviewers can validate, edit, approve, or override findings. Human review remains important for sensitive or high-impact decisions.
Ready to Put Every Call to Work?
Use CitrusDial to automate inbound and outbound conversations. Use CitrusIQ to evaluate quality, improve performance, and uncover customer intelligence across every interaction.
Tell us about your call volume, use cases, integrations, languages, and quality requirements. We will help you design the right deployment.