Google Cloud Software / SaaS Australia

Tally Group

Customer Service Automation

This rapid processing surfaces targeted insights in under 20 seconds, eliminating manual checklists.

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At utility billing platform Tally Group , call center agents previously navigated up to six applications to manage frustrated customers, averaging 20-minute interactions.

BigQuery powers a unified data store to fuel 40% to 50% cost savings

By unifying data with 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…

Gemini platform scales bill scanning with 99.8% success rate

Reported impact

Business outcome

Gemini platform cuts average call times to less than four minutes; BigQuery powers a unified data store to fuel 40% to 50% cost savings; Gemini 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.

Solution

This rapid processing surfaces targeted insights in under 20 seconds, eliminating manual checklists. Working with Google really accelerated our speed to market. Gemini platform is truly planet scale, and that underpins what we do and allows us to deliver really performant outcomes. By unifying data with 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… Key components include Gemini platform coordinates multi-agent workflows, tool calling, and governed automation across the application; BigQuery stores and queries the analytics and AI-ready datasets that power the workload; Apigee API Management moves high-volume events and API traffic between services so the workflow stays decoupled and resilient. To resolve this, Tally Group turned to Google Cloud and launched Adora AI, a multi-agent.

Data flow

To resolve this, Tally Group turned to Google Cloud and launched Adora AI, a multi-agent orchestration layer built on . 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.

Solution architecture

3 components · 3 layers

Ingest
- Apigee API Management Moves high-volume events and API traffic between services so the workflow stays decoupled and resilient.
Storage
- BigQuery Stores and queries the analytics and AI-ready datasets that power the workload.
Orchestration
- Gemini platform Coordinates multi-agent workflows, tool calling, and governed automation across the application.

Architecture clues

By unifying data with 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…
To resolve this, Tally Group turned to Google Cloud and launched Adora AI, a multi-agent orchestration layer built on . Integrated directly into the IVR, the Adora Insight agent detects trigger words like ‘high bill’…

Evidence from the source

At utility billing platform Tally Group , call center agents previously navigated up to six applications to manage frustrated customers, averaging 20-minute interactions.

BigQuery powers a unified data store to fuel 40% to 50% cost savings

Gemini platform cuts average call times to less than four minutes

Gemini 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.

To resolve this, Tally Group turned to Google Cloud and launched Adora AI, a multi-agent orchestration layer built on . Integrated directly into the IVR, the Adora Insight agent detects trigger words like ‘high bill’…

Transparency Evidence & methodology 100/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value100/100

Problem clarity20/20
Measures whether the customer's operational problem is specific enough to compare.
Implementation depth25/25
Rewards named components, data flow, integrations, and architecture detail.
Outcome specificity20/20
Measures whether the reported benefit is concrete rather than a generic claim.
Quantified impact25/25
5 metrics describe measurable impact.
Deployment scale10/10
Rewards evidence of a live or scaled deployment and meaningful integration scope.

Evidence confidence79%

Source authority20/25
The main evidence is an official vendor-published customer story.
Claim traceability21/25
10 of 12 key fields link to a named source.
Direct evidence20/20
6 direct source quotes retained.
Date provenance0/10
The publication date has no documented provenance.
Source transparency8/10
1 source reference document publisher, URL, authority, retrieval, and supported fields.
Implementation specificity10/10
Rewards source-backed components, data flow, quantified impact, and a specific outcome.

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

Google Cloud
Tally Group customer story

First-party
https://cloud.google.com/customers/tallygroup

Source type
Vendor-published customer story
Supports
- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes

Date evidence

Sitemap last modified Oct 9, 2026 · Google Cloud · Publisher metadata Publisher-reported modification timestamp; not a publication date.
Open date source
Unverified extracted date Oct 9, 2026 · Google Cloud · Unknown Legacy extracted date without source-page confirmation.
Open date source

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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