Agentic System for Managing Critical Facility (Hospital, Shelter) Power Status Updates

The workflow begins with a secure, auditable registry integrated with the Customer Information System (CIS) to identify and tag critical care accounts. Upon an outage event, AI agents instantly segment these facilities from the general population. The system applies priority routing logic, ensuring their communications bypass standard queues and are handled by dedicated agent pools with pre-approved message templates and escalation protocols. This eliminates the manual account lookup and prioritization burden on utility account managers during a crisis.

The core of the system is an orchestration layer that continuously ingests and correlates real-time data from SCADA (grid topology), OMS (outage boundaries), GIS (feeder models), and field crew GPS. An AI agent synthesizes this data to generate facility-specific impact assessments and, crucially, probabilistic restoration forecasts. This moves beyond generic outage map updates to provide actionable, location-aware intelligence that facilities need for emergency operations planning.

A dedicated communication agent manages all outbound and inbound interactions through pre-vetted, secure channels defined per facility (e.g., API to hospital EOC, encrypted email, dedicated SMS number). It pushes status updates on a configurable cadence or upon material changes in forecast. The agent also handles inbound facility queries via these channels, retrieving answers from the fused data model without exposing underlying systems. This creates a reliable, 24/7 communication line that reduces frantic calls to regional managers.

For scenarios outside pre-defined parameters—such as a forecast extending beyond a critical threshold or a facility declaring an internal emergency—the workflow includes mandatory human escalation. The agent summarizes the situation, suggests actions, and routes a ticket directly to the designated account manager or emergency coordinator via Slack, Teams, or SMS. Every agent decision, data query, and message is logged with a full audit trail for regulatory compliance (e.g., PUC reports on critical care performance) and post-event review.

Deployment typically follows a phased pilot: 1) API Discovery & Security Review with IT to connect to CIS, OMS, and SCADA gateways. 2) Build of the Data Fusion & Agent Core using an orchestration framework like LangGraph or Temporal. 3) Onboarding of Pilot Facilities to define communication protocols and validate message usefulness. 4) Scale-Out & Handoff to operational teams with a dashboard for monitoring agent performance and facility satisfaction. The architecture is designed to plug into existing utility operations without replacing core systems.

This workflow directly mitigates regulatory and reputational risk by providing demonstrably superior service to life-support and vulnerable populations. It converts a high-touch, reactive manual process into a scalable, proactive operational capability. The measurable upside includes: ~70% reduction in manual status update calls from critical facilities, improved SAIDI/CAIDI metrics for this segment, and stronger compliance evidence for public utility commissions. It also frees senior account managers to focus on complex commercial negotiations rather than crisis communications.

The business owner who defines the communication protocol, approves the list of critical facilities (hospitals, shelters, water plants), and is accountable for service-level agreements (SLAs). They provide the escalation matrix and validate that outage forecasts and restoration timelines meet the facilities' operational needs. In the build, they sign off on agent messaging templates and escalation logic.

Provides the authoritative source of truth for grid status, fault location, and Estimated Time of Restoration (ETR) from the Outage Management System (OMS) and SCADA. They define the data feeds (e.g., feeder health, crew dispatch) and validation rules the AI agents use. During implementation, they work with architects to design real-time API integrations and data quality checks to prevent misinformation.

Mandates the security architecture for the communication channel, ensuring PHI/PII data from facilities is protected and access is logged. They enforce regulatory requirements (e.g., NERC CIP, HIPAA for healthcare facilities) for critical infrastructure communication. Their role includes approving the authentication model (e.g., API keys, mutual TLS), audit trails for all agent actions, and penetration testing of the integration endpoints.

Designs and owns the technical implementation: selecting the orchestration framework (e.g., LangGraph), designing the multi-agent workflow (monitor, validate, notify, escalate), and integrating with utility CIS, OMS, and facility systems (e.g., hospital EPIC, building management). They define failure modes, exception routing to human operators, and the observability stack for monitoring agent performance and channel health.

The primary customer and endpoint user. They specify their required notification format (SMS, secure portal, API push), frequency, and data granularity (e.g., 'feeder X, backup generator fuel status'). They participate in User Acceptance Testing (UAT) to validate that the agent-delivered information is actionable for their emergency preparedness and patient care continuity plans.

Responsible for the practical deployment and maintenance of the integration layer. They provision and secure the APIs between the utility's agentic platform and the facility's systems, manage certificates, and handle change control when source systems (OMS, CIS) are updated. They implement the monitoring alerts for data pipeline failures and coordinate rollback procedures.