From call centers to chatbots: A first-of-its-kind demo for the utility sector
See how Zennify built a live, AI-powered chatbot demo to help electric co-ops reimagine customer service—earning industry recognition and opening the door for utility innovation at scale.
About the Client
A nonprofit software company that empowers electric cooperatives across the U.S. set out to build a proof-of-concept chatbot product to help its members modernize their customer service approach. The goal was to offer electric co-ops a smarter, more scalable alternative to resource-intensive call centers, one that could meet growing customer expectations for fast, digital-first service.
A market-ready demo to inspire innovation
Electric cooperatives often operate with limited staff and constrained budgets, yet still need to deliver reliable, modern customer experiences. The client saw intelligent chatbots as a path forward, but to gain adoption, they needed more than a pitch.
They needed a real, working demo that would:
- Look and behave like a polished, production-ready product
- Demonstrate smart, AI-powered conversations
- Prioritize and route support requests appropriately
- Offer escalation to live agents when needed
- Support messaging across platforms, including SMS
The chatbot had to be functional, intuitive, and compelling, without requiring a full deployment to prove its value.
The Zennify Solution
Platform implemented
Twilio Conversations, Dialogflow, and TaskRouter
Features delivered
Natural language understanding, live agent escalation, SMS entry
Built for
Co-op use cases, proof-of-concept demonstration, and scalable automation
Demo showcased at
A national utility tradeshow, earning widespread interest and industry recognition
Utility innovation, one chat at a time
Zennify (formerly Terazo) partnered with the client to design and build a custom, interactive chatbot prototype. Using Twilio Conversations, the team enabled seamless messaging across channels. To understand and respond to customer intent, they integrated Google Dialogflow, delivering natural language processing and machine learning capabilities.
An instance of Twilio TaskRouter managed the agent queue, ensuring smart routing and request prioritization. Zennify also added an SMS layer, allowing users to initiate conversations via text and escalate to a live agent when necessary.
The result was a clean, intuitive chatbot experience tailored to utility customers, offering a glimpse into the future of cooperative customer service.
Results that speak for themselves
chatbot demo for the electric cooperative market
with live agent escalation and SMS integration
as one of the most complete chatbot proof-of-concepts in the sector
