Energex has the most comprehensive telephone based power outage management solution in the market, capable of handling over 100,000 calls per hour with relevant and meaningful messages to callers. Energex and iTa have now further enhanced the intelligence of the Loss Of Supply application set.  Providing personalised and up to date outage information in a simple speech recognition interaction has delivered high caller satisfaction and increased the automation rates for calls to Energex during outage or disaster situations. An heuristic algortihm based on existing knowledge of the power supply situation and changes in calling patterns now allows the applications to deliver appropriate messaging, even before outages are registered in the Energex systems.  These algorithms can be controlled by the contact centre to allow Energex to still collect vital outage information, without overwhelming the contact centre, while still providing an excellent user experience. Energex also use automated outbound calling to validate restoration and close the loop on automated customer service. The new applications are due to go live before the next storm season.