MiAgent

MiAgent is a software solution offered by Avertra that aims to streamline and automate various processes in the utility industry. It is designed for companies of all sizes, from small utilities to large enterprise-level organizations. MiAgent is used by utility companies, energy companies, water and wastewater management, telecommunications companies, as well as municipalities and government agencies.

Key Features

Digital customer self-service portal: MiAgent offers MiPortalTM, a real-time omni-channel self-service solution that allows customers to access personalized account actions through an intuitive portal. According to the vendor, it simplifies payment storage and access across various channels and enables 360º customer communication management.

Simplified payment storage & access: MiAgent includes MiWalletTM, which digitizes and securely stores customer payment methods, providing convenient access. The vendor claims that this feature reduces opportunities for fraud, improves the customer experience, and supports recurring payments for customer convenience. It also offers real-time integration with top payment providers.

360O Customer Communication: MiCommTM creates a digitized proactive environment for centralized customer communication. It enables omni-channel, interactive, branded, and personalized communication by sending out emails, billing inserts, notifications, letters, social media messages, and posts to customers. According to the vendor, MiCommTM supports event-based, scheduled, and ad hoc communications.

Automated decisions you can rely on: MiAgent incorporates MiVirtualAgentTM, an advanced AI-driven technology that enables automated decision-making. It facilitates agentless conversations with customers and employees through chat/voice bots, enhancing the customer experience through data analysis and smart recommendations. The vendor claims that MiVirtualAgentTM also validates information and streamlines workflows to increase enterprise productivity.

Elevated agent experience: MiAgent connects customer service and back-office on a single, intuitive platform, simplifying the agent experience with process automation and intelligent-guided procedures. It provides a 360-degree customer and case view for efficient customer service, reducing process downtime, and streamlining SLA management, according to the vendor.

Accelerated Meter Reading: MiReadTM automates reading re-allocation and performance tracking, improving read quality and updating back-end systems in real-time. It enables mobile application and portal for walk-by meter readings and supervisor management, increasing the quality and visibility of meter reading history, as claimed by the vendor.

Dispatch work orders from anywhere: MiServicesTM allows for easy creation, scheduling, and deployment of work orders. It uses GPS to assign work orders to the closest technician, supports real-time work-order completion, and provides a Gantt visualization of technicians and crews. According to the vendor, this feature improves field technician safety, visibility, and regulatory KPIs.

Expedite construction & line management: MiLineTM automates system data creation throughout construction and line management processes. It enables builder, designer, and engineer self-service for easy application submission, facilitates city, county, or state approvals for line extension projects, and reduces risk while gauging customer interest in line extension programs, according to the vendor.