SSI Announces New Partnership with 24by7Agent

We're pleased to announce a new partnership with 24by7Agent, a provider of AI-powered voice and digital agents built specifically for utilities and government agencies.

Public-sector organizations are under constant pressure to provide fast, accurate service while managing limited staff time and increasing citizen expectations. For many agencies, that means handling a high volume of repetitive phone calls and service requests that pull employees away from more complex, higher-value work.

What sets 24by7Agent apart is how the platform was shaped. Before writing a single line of agent code, the team spent nearly a decade learning the workflows, pain points, and day-to-day realities of government utility operations. Over eight years, they visited more than 300 government customers across 40 states in person—not through resellers or over Zoom. That firsthand experience helped shape a solution built not from assumptions, but from what was witnessed in real offices, with real staff, serving real communities.

24by7Agent helps address these challenges by giving citizens access to automated, around-the-clock support for common needs. Depending on configuration and workflow, that can include tasks such as checking balances, making payments, starting or stopping service, asking common questions, and being routed to the right department.

Instead of forcing callers through rigid phone menus or limiting support to business hours, 24by7Agent uses AI-powered voice and digital tools to create a more natural, responsive experience. And when a live person is needed, the system can escalate the interaction appropriately so staff can step in.

24by7Agent’s capabilities include AI voice agents, smart routing and escalation, PCI-compliant payment tools, self-service automation, SMS messaging, analytics, and reporting. The platform is also built with security and compliance in mind. PCI DSS compliance supports secure payment handling, SOC 2 Type II is on the roadmap, and GovRAMP alignment is in progress—reflecting an understanding of public-sector security expectations from the start.

This partnership brings together two organizations with a shared commitment to customer service, practical innovation, and helping public-sector teams serve their communities more effectively.

Through this partnership, SSI customers will have access to technology designed to help public agencies and utilities handle routine citizen interactions around the clock. By combining 24by7Agent’s AI-powered service tools with the day-to-day operational needs of public-sector organizations, agencies can improve accessibility, reduce strain on staff, and deliver faster service without sacrificing the human touch.

“Both of our organizations share the same core beliefs—great customer service, doing the right thing, and taking care of our clients’ customers,” said Patrick Dorsey, CEO of 24by7Agent. “We’re aligned on delivering a consistent, customer-focused outcome every time. Through this partnership, we’re introducing the concept of the Digital Public Servant—AI-powered voice and digital agents that are always on, always available, and built specifically for utilities and government agencies.”

SSI's CEO, Rick Fortman, had this to say: “We’re always looking for ways to help our customers improve their processes, and this partnership with 24by7Agent is a great example of that commitment in action. Public organizations need solutions that are practical, responsive, and built around the real needs of their staff and citizens. 24by7Agent brings a customer-focused approach to AI that aligns well with our values and helps extend service in meaningful ways.”

And the best part is that 24by7Agent integrates perfectly with our VIP Suite. So a citizen can call in on a weekend, pay their bill via an SMS link sent by AI agents, and have that payment populate directly in VIP.

To learn more about how this partnership can support your customer service goals, go here. There, you can explore how 24by7Agent and SSI work together to help public-sector organizations improve accessibility, reduce routine workload, and deliver responsive service with the right balance of automation and personal support. It’s one more way we’re helping our customers bring practical innovation to the communities they serve.

Or check out some of our other partners.