That is correct! On March 2, 2026, the Lakeland City Commissioners unanimously approved a five-year agreement to introduce CayLa, a hyper-realistic AI call agent, to the Lakeland Electric customer service team.
As the utility faces growing demand and a rise in customer complaints regarding long wait times, CayLa is stepping in to modernize the “traditional phone tree” experience.
Meet CayLa: Not Your Average Chatbot
Unlike older systems that force you to “press 1 for billing,” CayLa is designed to be conversational. You can speak to her in plain language, just like you would to a human representative.
| Feature | Details |
| Launch Date | Early March 2026 |
| Primary Tasks | Balance inquiries, payment plans, and service transfers (move-ins/move-outs). |
| Availability | Initially limited to business hours for monitoring, though capable of 24/7 operation. |
| Target Load | Expected to handle roughly 20% of routine calls initially. |
| Cost | $92,500 for the first year (including setup), with roughly $70k–$75k annually after. |
Why the Change?
- Wait Times: General Manager Mike Bush noted that even a 90-second wait can feel like an eternity for customers. CayLa provides “instant gratification” for simple tasks.
- The “Scream Factor”: The utility specifically chose a platform (provided by Cayenta) that is natural and back-and-forth to avoid the frustration typically associated with automated AI.
- Growth Without Layoffs: The city confirmed there are no plans to eliminate jobs. Instead, CayLa will act as a “release valve” so human agents can focus on complex issues while the city continues to grow.
The Safety Net
If CayLa senses you’re getting frustrated, or if your problem is too complex for her to solve, she is programmed to transfer you immediately to a live human agent. You can also request a human representative at any point during the call.
Oh boy … the complaints are going to roll in even faster.