Outage alert. Medium-voltage substation, north zone. 4,200 customers potentially affected. Three field technicians identified: nearest (8 min) is available. Customer communication prepared for app push and SMS. Regulator report: data collection started.
AGENT · OUTAGE COORDINATOR
The network outage moves from field coordination to customer to regulator without losing anything.
Outage Coordinator activates on a network outage alert (energy, telecoms, water). It coordinates the field team with available technicians, manages customer communication across configured channels, and prepares structured reporting for the sector regulator (ARERA, Ofgem, BNetzA, or equivalent).
Outage Coordinator at work.
Authorise activation of nearest technician. Approve customer communication.
Technician notified. Push and SMS sent to affected customers. Regulator data collection in progress. Next customer update at 14:30.
Why it exists.
A network outage is one of the most operationally demanding moments for an energy or gas utility or a telecoms operator. Handling it typically means working across separate systems: network monitoring (SCADA or equivalent), field service system, customer communication, and regulatory reporting. The problem is not a shortage of tools. It is real-time coordination during the event.
How it coordinates in real time.
Outage Coordinator activates on the alert from the monitoring system. In parallel: it identifies the available field technicians closest to the fault and proposes activation with task detail; it prepares structured customer communication across configured channels; and it starts collecting structured data for the regulator report (start time, geographic area, affected customers, preliminary fault type).
The dispatch manager decides.
The dispatch manager or operations manager makes the decisions. The agent handles the operational coordination: it proposes the technician activation, prepares customer communication, gathers data for the regulator. Authorisation and formal submission stay with the team.
The functions that manage the network and the customer relationship during an event.
Dispatch or operations manager
Recovers the time spent on manual coordination during the event. Focuses on strategic outage management decisions, not on activating systems. Field team tasks arrive ready, customer communication too.
Ongoing outage ETA 35'
Zone Northeast cluster B
Field team 3 crews · in transit
Customer SLA reset · 20'
Regulator report in preparation · 4h
Field team and compliance officer
The field team receives structured tasks with fault detail and allocation matched to position and availability. The compliance officer has the inspectable trace for the regulator report (ARERA, AGCom, or national equivalent) with structured event detail from start to closure.
SCADA · live 2 anomalies
Substation SE-104 voltage out of range
Line LV-22 current spike
NIS2 classify material · 24h timer
Alert to CISO · ticket opened
Affected customer
Receives structured communication across declared channels — app, SMS, website — with the expected resolution time and periodic updates during the event. The flow shifts from operational silence to continuous information.
14-day forecast 48 sections
MV-North section high
MV-East section medium
Assets > 25 years 12 replacements
Weekly maintenance plan
Thirty seconds between the SCADA alert and the field team already dispatched.
MV fault at 14:00: the agent activates.
For an energy utility with a regional distribution network, a fault on a medium-voltage transformer substation occurs at 14:00. The network monitoring system detects the event and sends the alert to the agent. Within thirty seconds the agent identifies 4,200 customers potentially affected based on the declared network topology.
Technician identified, communication ready, regulator data collecting.
The agent locates the three nearest available field technicians and proposes activating the technician on a break nearby. It prepares customer communication: push notification, SMS for customers without the app, service banner for the website. It starts structured data collection for the regulator report.
Periodic updates, final report to the regulator.
The dispatch manager receives the summary on the work channel within a minute of the alert, validates the proposed actions, and authorises the communications. The agent updates customers periodically during the intervention and gathers data for the final report. At closure it sends the resolution notification and compiles the regulator report for compliance sign-off.
Declarative rules from the utility's network operations and compliance team.
Outage Coordinator's rules are declarative. The utility's network operations and compliance team defines in readable format the network topology (for affected customer identification), field team activation rules, customer communication templates per channel, and the regulator report format. Rules live in the customer's repository, versioned, and validated at agent startup. Integration with the network monitoring system (SCADA or the utility's proprietary system) is built during delivery via a dedicated adapter, subject to NIS2 security policy validation with the utility's CISO. Integration with the field service system and customer channels (SMS gateway, app, institutional website) is also built during delivery.
- Language
- TypeScript (Node.js)
- LLM model
- customer's choice: Anthropic, OpenAI, Mistral, open source models hosted internally, AWS Bedrock for a private model
- Built-in controls used
- pii-detector, prompt-injection, topic-guardrail, tool-rate-limit
- Native channels
- Slack, Telegram, WhatsApp, OpenAI-compatible HTTP
- SMS gateway, customer app, institutional website
- integration built during delivery
- Network monitoring system integration
- dedicated adapter built during delivery (SCADA or equivalent), subject to NIS2 security policy validation with utility CISO
- Field service system integration
- dedicated adapter built during delivery
- Memory
- persistent per instance, pgvector + PostgreSQL FTS on historical outage patterns
- Registry
- append-only, queryable with a standard SQL client (ARERA or AGCom audit-ready)
Frequently asked questions about the agent.
For standard activations pre-approved by the dispatch team (activating the nearest technician on a standard-severity outage), yes — with real-time notification to the dispatch manager for validation. For critical outages — interruptions affecting essential services such as hospitals or critical infrastructure — the agent proposes activation to the manager before execution, following the utility's established procedures.
The agent collects structured data during the event and prepares the report in the required format (ARERA for energy, AGCom for telecoms, or the applicable national regulator). The compliance officer reviews the final report before formal submission, following the customer's procedures. Submission uses the regulator's official channels.
The typical pattern for Outage Coordinator is 14-20 weeks. Discovery 2-3 weeks, network topology configuration and operational rules 4-5 weeks, integrations (monitoring system, field service, customer channels) 6-8 weeks, hand-off to the network operations team 2-3 weeks. The main variable is the complexity of the network monitoring system integration, which varies considerably from utility to utility.
From a 30-minute conversation to the squad in production.
A 30-45 minute conversation to understand how Outage Coordinator would configure to the customer's network. Which monitoring system, which customer channels, which regulator report format.