“In the past two and a half years with Omilia, the system has been capable of handling everything our customers need during storms. We’ve never had to switch back to our limited touch tone IVR. 100% of our self-service functionalities remain available with full natural-language.”
Rajesh Sahu, Sr. IT Manager for Digital Customer and Contact Center at PSEG
In this exclusive 25-minute panel, CX leaders from NiSource, PSEG, and Young Energy share candid insights into how they’re modernizing their customer experience amid rising expectations, complex regulations, and high-stakes service moments like outages.
From tackling tough journeys such as service starts and billing inquiries, to deploying predictive intent that anticipates customer needs before they speak, these utilities companies reveal what it really takes to automate with empathy at scale.
“For us, when we were looking at vendors, one of the key points was that Omilia owns the tech stack end-to-end. That was very important to us, rather than choosing a vendor that relied on multiple third-party services, which introduces more points of failure.”
Bruce Gilbert, Chief Information & Technology Officer Young Energy
Hear from
- Alyssa Lenoir, IVR Product Owner for e-Channels at NiSource,
- Bruce Gilbert, Chief Information & Technology Officer at Young Energy,
- Rajesh Sahu, Sr. IT Manager for Digital Customer and Contact Center at PSEG and
- Vince Blenx, Manager of Operations, Contact Center Technology at PSEG.
They discuss winning internal trust – from unionized agents to skeptical customers – while integrating legacy systems to deliver proactive, reliable service during critical events.
Watch the full conversation to hear how these innovators are using Omilia to transform CX today and build the data-driven utility of tomorrow.
“To ensure agents saw our virtual assistant as an ally – not a threat – we involved them early, made its purpose clear, and showed how it would lighten their workload. And in some cases, the shift was simple: we introduced the new IVR, kept the same core services, and let agents experience the improvement firsthand.”
Alyssa Lenoir, IVR Product Owner for e-Channels at NiSource
