The billing calls your office takes all day, answered accurately.
Cadence answers inbound calls and texts for municipal water, sewer, and electric utilities. It verifies who is calling, reads from the billing system rather than guessing, and hands to a person the moment the answer stops being one it is allowed to give.
SMS is live today. Voice is built on the same flows and the same compiled runtime and is in carrier provisioning — we would rather say that than show you a demo of something you cannot buy yet.
What it handles
One supervisor agent answers and works out why they called, then hands the conversation to the specialist that owns it — with verified identity and the account snapshot, never the raw transcript.
Balance and due date
Verifies identity against two factors before reading a figure aloud, then answers from the billing system rather than from a model's memory.
Payment arrangements
Reads the terms back verbatim and takes agreement before anything is written. Outside the published policy matrix it routes to a person — it cannot approve its own exception.
High bills and leaks
Walks the usual causes, checks consumption against history, and books the field visit when the pattern says a leak rather than a season.
Outages and emergencies
Evaluated before the after-hours branch, so a sewer backup at 2am reaches on-call instead of voicemail.
Service start, stop, and transfer
Collects the address, the date, and the direction, and hands a typed summary to staff rather than a transcript to read.
Anything it should not decide
Disconnection is read-only: it may state a balance and that a notice was issued. It may not threaten, negotiate, or name a date a tool did not return.
The parts a utility's counsel asks about
Compliance is code, not instructions
A prompt is guidance; an executor check is a control. The calling window, the frequency caps, the consent check, and the arrangement policy matrix are enforced where the decision happens — not written into an instruction block and hoped for.
It says when it cannot know
When the billing system is unreachable the agent acknowledges the limit and offers a callback. It does not estimate a balance. That path is a required edge in every flow: a graph without one will not compile, so it cannot be forgotten under deadline.
Disclosures are spoken, not paraphrased
Recording disclosures and policy statements are literal text handed to speech synthesis, never routed through a model. On a two-party-consent utility, a flow whose greeting lacks one cannot be released at all.
Your data stays yours
Every tenant-scoped table carries row-level security forced at the database, and the application connects as a role that cannot bypass it. Isolation is a property of the database, not a filter someone remembered to write.
Your staff author the calls
Conversations are built as a flow — steps and the paths between them — in a visual builder, by the people who know your policies. Every change is compiled, validated, and released to a QA environment first; promoting it to production ships the exact artefact that was tested, and rolling back is repointing at an earlier one.
Nothing that fails validation can be released. A step that calls the billing system without a path for the system being down is refused, because that missing path is a dropped call at the worst possible moment.