How energy companies can better leverage AI to improve customer experience

by: Alec Radzikowski
VP, Group Account Director

We are living in an era defined by constant digital transformation and rising consumer expectations and utility companies are facing increasing pressure to modernize how best to serve their customers.  The essential service of delivering safe and reliable energy is no longer just about infrastructure, but now also includes providing meaningful and intelligent customer experiences.

Last fall, we attended Chartwell’s Energy Marketing and Customer Service Conference (EMACs). In addition to the wealth of information shared on how utilities can deliver exceptional customer experiences, the overriding theme of the sessions was clear: utilities who are not embracing Artificial Intelligence will not be able to meet their customers’ current and future needs.

By integrating AI into engagement strategies, operations and as customer service efforts, utilities can enhance reliability and efficiency, transform customer interactions and strengthen relationships in the communities they serve.

Customers are getting smarter, savvier, and more in tuned-in to the world around them. That trend will only continue as technology evolves. When strategically deployed, AI can help your brand make lasting connections and improve brand affinity for years to come.