Energy debt has climbed and the rules around collecting it have tightened, so suppliers are handling more arrears cases with more care than ever. OptiFlow puts an AI layer on top of the systems you already run so the routine collections work is handled consistently and your people spend their time on the cases that need a human touch.
The pressure on collections teams
Arrears are rising and Ofgem expects suppliers to treat customers in difficulty fairly, offer affordable payment plans, and handle vulnerability with real care. That means more cases, more correspondence and more careful judgement, all at once. Collections teams end up buried in routine contact and admin, which leaves less time for the sensitive conversations that actually resolve debt.
What OptiFlow does for you
OptiFlow reads incoming customer contact about payments and arrears, understands what the customer is asking, and drafts the right next step from your live account data, whether that is a payment plan, a query answer or a referral. It handles the routine consistently and surfaces vulnerability and complex cases for a person, so nothing sensitive is handled by rote.
- Read and understand payment and arrears contact across every channel.
- Draft affordable payment plan options from live account data for an agent to approve.
- Flag signs of vulnerability and complex cases for a person straight away.
- Consistent, fair handling that supports your obligations under Ofgem rules.
Works with your systems, no rip and replace
OptiFlow is an AI layer that sits on top of the billing and CRM platform you already run and acts on the data it already holds. There is no migration, no long project and nothing new for your team to learn, and most suppliers are live in weeks rather than months. See the fuller picture on our AI for energy and utilities page, and how we protect your data on the data security and trust page.
See OptiFlow work on your own accounts and enquiries. Get a quote.
Related reading: AI for energy suppliers and billing query automation.
This page covers operational automation only. It is not debt advice, and decisions about individual customers should always involve your trained people and follow your regulatory obligations.
Frequently asked questions
Does this replace human judgement on debt?
No. OptiFlow handles the routine contact and admin consistently and surfaces vulnerability and complex cases for a person. Decisions about customers in difficulty stay with your trained team.
Can it draft payment plans?
It can draft affordable payment plan options from live account data for an agent to review and approve, which speeds up the routine cases.
How does it help with Ofgem expectations?
By handling routine contact consistently and flagging vulnerability early, it supports fair, careful treatment. Your policies and people remain in control of outcomes.
Does it work with our billing system?
Yes. OptiFlow is an AI layer on top of your billing and CRM systems, reading the account data they already hold, with no migration.
Is customer data handled securely?
Yes. See our data security and trust page for how we protect data in transit and at rest and align with UK data protection law.