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AI at work/ Interactive workflow example

From disputed bill to resolution.

A call starts the work. The agent verifies, reads amounts back and retrieves contract, invoice, meter reading and payments. After the call the investigation continues: a photo is checked, the bill is recalculated and approved where policy asks for it. Company Brain supplies procedures, tariffs and policy; the Laava Platform coordinates the work.

Discuss this workflow for your organisationExplore the example

Fictional energy supplier, customer, staff and amounts. The call is a scripted transcript, without sound or microphone. Messages, pauses and refunds are simulated.

  1. 01 / Start

    A phone call about a disputed annual bill

  2. 02 / Work

    Verification, meter reading, reminder and an investigation that continues after the call

  3. 03 / Result

    A checked correction in writing, and the same case on the next call

01 / The example

Follow one call
and all the work after it.

Play it, step through the chapters or choose another path. Click any item to open its document, including how the customer sees it.

Interactive workflow exampleFictional

Stroomwerk EnergieNot verified

Case timeThu 22 Jan · 10:14+0 m · Time compressed

01 / 08CallStep 1 of 14

A customer calls

A customer calls about his annual bill and a reminder. Until he is verified, the agent only discusses how the process works.

Call 1

  1. CustomerMy annual bill is wrong and I already got a reminder.
Customer and channels
Front office
Billing
Systems
  2. VerificationNot started yet
  3. Account dataNot started yet
  4. DisputeNot started yet
  5. Meter readingNot started yet
  6. InvestigationNot started yet
  7. Meter photoNot started yet
  8. ReminderNot started yet
  9. CorrectionNot started yet
  10. ApprovalNot started yet
  11. StatementNot started yet

Click any item to open its document.

Document · Step 1

Call

Call 1 · Thu 22 Jan · 10:14

  1. CustomerMy annual bill is wrong and I already got a reminder.
Status
In progress
Owner
Front office agent

Case time is compressed: more than a week in about a minute.

02 / Step by step

What happened,
in plain words.

The standard path, from the first phone call to the next call a week later.

  1. 01Call

    A customer calls

    A customer calls about his annual bill and a reminder. Until he is verified, the agent only discusses how the process works.

    Verify first

    A recognised phone number is not identification. Only after postcode, house number and date of birth does the agent open the account.

  2. 02Context

    Everything retrieved at once

    Contract and tariff, invoice lines, meter reading source, payments and reminders. The customer emailed yesterday, so the call continues in case SUP-7713. No second case.

    Read back, and a correction

    The agent reads the amount back. The customer interrupts and corrects it; the new value replaces the old one. The dispute uses the balance from the records: €343.71.

  3. 03Investigate

    An estimated reading

    The end reading of 31 December was estimated by the grid operator. Ilse from billing owns the investigation and the customer gets a secure upload link for a photo.

    Pause requested, not yet confirmed

    Policy allows a pause of up to 14 days during an investigation. A request is not an action yet: the agent waits for the system.

    Now actually paused

    The collections system confirms the pause until 5 Feb. Only now does the agent say it is arranged. No penalty, no disconnection.

  4. 04After the call

    Hang up, the work continues

    The customer knows who owns it and when to expect news: by 27 Jan. After the call, the case simply carries on.

    The photo arrives in the evening

    A photo of the meter: 17,640 kWh, taken on 31 December. That is not the truth yet; the photo waits for review.

    Ilse checks the photo

    Meter number and date match the records. The reading on the photo now counts as the end reading for 31 December 2025.

  5. 05Recalculate

    Recalculated

    With tariff 2025 v2, in whole cents: the balance drops from €343.71 to €54.40. The correction of €289.31 is above €250, so the team lead must approve.

  6. 06Review

    Ruben approves C1

    The approval belongs to this one revision. Until now the correction was on hold and nothing went to the customer.

  7. 07Confirm

    The customer gets it in writing

    A corrected bill with the new reading and the new balance of €54.40. The old reminder no longer applies. Sending is simulated here.

  8. 08Record

    A week later he calls back

    After verification the agent finds the same case SUP-7713. The customer does not need to explain anything again.

Other paths in the example

03 / Who does what

Call, work
and control.

01 / Company Brain

Shared knowledge

The procedure for a disputed bill, knowledge about estimated readings, tariffs and the policy for reminders, corrections and payment plans. With source, version and owner.

02 / Laava Platform

The work after the call

Verification, case, investigation, reminder pause, upload link and confirmation. Balances come from the records, not from what was heard.

03 / Rules and people

Control where it matters

A photo is evidence, not the truth: a specialist checks it. Amounts come from fixed calculation rules. A team lead approves large corrections and a person decides when money is a worry.

Explore a similar workflow

At an energy supplier we are building an agentic front office for customer contact, support and follow-up. The example above is an illustration, not the workflow running there.

OpenSource Energie · Lighthouse implementationOpenSource Energie: a fully agentic front office

The next step

Which call
starts work for you?

Together we look at one process: where it starts, who picks up the work and which rules apply. Then it is clear what a first application can do.

Discuss this workflow for your organisationMore about Company Brain