Gemini Enterprise Agent Platform cuts average call times to less than four minutes
BigQuery powers a unified data store to fuel 40% to 50% cost savings
Gemini Enterprise Agent Platform scales bill scanning with 99.8% success rate
Tally Group built Adora AI on Google Cloud to help utility call centers cut average handling times and reduce human errors.
Tally Group built Adora AI on Google Cloud to help utility call centers cut average handling times and reduce human errors.
Eliminating call center friction with agentic AI
At utility billing platform Tally Group, call center agents previously navigated up to six applications to manage frustrated customers, averaging 20-minute interactions.
To resolve this, Tally Group turned to Google Cloud and launched Adora AI, a multi-agent orchestration layer built on Gemini Enterprise Agent Platform. Integrated directly into the IVR, the Adora Insight agent detects trigger words like ‘high bill’ and instantly analyzes up to 24 months of customer usage data. This rapid processing surfaces targeted insights in under 20 seconds, eliminating manual checklists. Adora Companion is then able to transform such tense interactions into empathetic coaching moments for operators.
Working with Google really accelerated our speed to market. Gemini Enterprise Agent Platform is truly planet scale, and that underpins what we do and allows us to deliver really performant outcomes.
Travis Lehman
COO, Tally Group
Driving operational efficiency and strict compliance
In the highly regulated energy sector, minor billing errors trigger massive fines. Previously, retailers manually sampled under 3% of invoices. Today, the Adora Defend agent scans 100% of bills with over 99.8% success rate, routing exceptions to humans.
By unifying data with BigQuery and Apigee API Management, Tally Group reduced average call times from 20 minutes to under four minutes. This ecosystem drives 40% to 50% cost-savings opportunities while maximizing agent productivity and satisfaction. Next, the company is working on Adora Predict, which will recommend insights and cross-sell opportunities so utility companies can deliver a truly holistic customer experience.
Tally Group provides an AI-native, cloud-first billing and customer platform for utilities globally. Starting in the energy industry in Australia, it has expanded into Japan, the US, the Middle East, and New Zealand.
Industry: Technology
Location: Australia
Products: Gemini Enterprise Agent Platform, BigQuery, Apigee API Management
