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Utility companies are increasingly adopting artificial intelligence to modernise customer engagement amid rising operational costs, severe weather events, and tighter regulatory demands. Traditional contact centers, often costly and overwhelmed during crises are being upgraded with AI to boost responsiveness and efficiency.
In this article for FACTOR THIS, Chris Adomaitis, Global Director Solution Consulting at Omilia, highlights the transformative role AI plays in helping utilities meet evolving customer expectations while navigating complex regulatory landscapes.
AI-powered systems can manage large volumes of interactions, offering real-time updates and support during outages. This not only improves customer satisfaction but also helps utilities meet key performance indicators set by regulators. In 2023, companies like NYSEG and Rochester Gas & Electric were fined for failing to meet these benchmarks, underscoring the risks of poor customer service.
With AI, utilities can streamline millions of customer interactions, reduce operational costs and deliver consistent, accurate communication across all channels. The shift isn’t just about saving money, it’s about building trust, ensuring compliance and staying resilient in high-demand situations.
Discover how AI is reshaping the future of customer engagement for utilities and why it’s becoming a mission-critical investment by clicking to read the full article on FACTOR THIS :
