Hear an AI get past a Minneapolis utility’s support bot to a person

What happened

JooVoice calls Northmere Utilities about a duplicate charge and gets the automated support assistant, which can’t review individual charges. JooVoice says “representative” and is transferred to billing.

Dana in billing picks up. JooVoice explains the latest bill shows the same service charge twice, gives the name, Jamie Patel, and says it’s an AI assistant and that the call is recorded, for an administrative question only.

Dana sees the charge listed twice but can’t correct it on the call, and offers a billing review. JooVoice asks for one and a reference: REV-624.

The outcome

Got to

A person in billing, past the bot

Issue

Same service charge listed twice

Result

Billing review opened

Reference

REV-624

Moments to listen for

1. The bot can’t help ▶ 0:11 I'm not able to review individual charges.
2. Asks for a person ▶ 0:23 Representative.
3. Says it’s an AI ▶ 1:23 I'm an AI assistant calling for Jamie
4. Charge listed twice ▶ 2:08 I can see it listed twice.
5. Review opened ▶ 2:24 Your reference is REV-624

The whole call

Tap a line to hear it.

1. Support bot (test line) 0:00 Thank you for calling Northmere Utilities. I'm the automated support assistant. How can I help you today?
2. JooVoice 0:08 billing question about a duplicate charge.
3. Support bot (test line) 0:11 I'm not able to review individual charges. I can explain what a bill heading means. Is there anything else I can help with? You can also ask for a representative.
4. JooVoice 0:23 Representative.
5. Support bot (test line) 0:25 I'll transfer you to the billing team. Please hold.
6. JooVoice 0:59 Hi — hm, okay, so. Is this Northmere Utilities?
7. Utility 1:04 Thanks for waiting, Northmere billing, this is Dana.
8. JooVoice 1:08 Great. I've got a question about a bill. The latest one shows the same service charge twice.
9. Utility 1:15 Oh, okay. Yeah, I can take a look at that for you. Can you give me your name and the account number?
10. JooVoice 1:23 Sure — it's under Jamie Patel. I'm an AI assistant calling for Jamie, and the call's recorded so Jamie has an accurate note of what you tell me. It's just an administrative question, nothing being changed. And the account number is N. U. D. E. M. O. Two. zero. eight.
11. Utility 1:38 Got it, okay.
12. JooVoice 1:40 Eight.
13. Utility 1:43 Got it, okay. Let me pull that up. Okay, I see the account for Jamie Patel. And you're saying there's a double charge for the service charge?
14. JooVoice 2:01 Thanks for that. Could you check whether those two service charges were meant to be separate, or if one's a duplicate?
15. Utility 2:08 Let me pull that up. Yeah, I can see it listed twice. I can't correct it on this call, but I can open a billing review for it. Do you want me to do that?
16. JooVoice 2:19 Okay. Is that something you could put in for a review, and give me a reference for it?
17. Utility 2:24 Okay, that review's open. Your reference is REV-624, R E V six two four. Is there anything else I can help with?
18. JooVoice 2:35 Perfect. Thanks very much, that's a big help. Have a good one.
19. Utility 2:41 You bet, bye.

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