What role does AI play in the utilities industry

The utility industry is undergoing a profound transformation in the way it approaches customers and users. How can the use of AI be a winning approach to create a satisfying customer experience and add value for companies in the industry?

L’artificial intelligence is radically transforming the utility landscape, introducing innovations that improve operational efficiency, optimize resource management, and revolutionize the customer experience.

In an increasingly competitive and sustainability-driven environment, AI is a strategic ally for energy, water, and gas companies looking to stay ahead of the curve. From predictive systems for plant maintenance to advanced customer service solutions, artificial intelligence is redefining the way utilities operate and interact with their users. This article explores the many applications of AI in the utilities sector, with a focus on innovations in customer care and the benefits these technologies offer to companies that choose to implement them.

The evolution of AI in the utilities sector: from mere automation to strategic partner

The path of artificial intelligence in the utilities sector has evolved significantly in recent years. Initially implemented to automate simple and repetitive processes, AI has gradually transformed into an element capable of influencing every aspect of the value chain. Utilities are investing significantly in these technologies, recognizing their transformative potential.
According to recent industry studies, investment in AI solutions has grown 30 percent annually in the utilities, with forecasts for further acceleration over the next five years. This phenomenon is driven by the need to optimize processes in an environment of increasing complexity, with ever-expanding distribution networks and a growing number of renewable energy sources to be integrated into existing systems. Artificial intelligence provides the tools needed to manage this complexity, enabling faster decisions based on real-time data analysis.

Machine learning and predictive analytics: the future of network management

Machine learning represents one of the most promising areas of AI in the utilities industry. These advanced algorithms can analyze massive amounts of data from sensors, smart meters and other sources to identify patterns and predict potential issues before they occur. Practical applications include:

• Predicting plant failures days or weeks in advance
• Optimization of energy distribution based on consumption patterns
• Identification of leaks in water networks through flow data analysis
• Intelligent preventive maintenance planning
• Optimal balancing between different energy sources in multi-resource systems

The implementation of these systems has enabled companies in the industry to reduce operating costs by up to 20 percent and decrease plant downtime by 35 percent. In addition, the ability to predict and prevent failures has a direct impact on customer satisfaction by reducing service interruptions and improving overall system reliability.

Chatbots and virtual assistants: the first point of contact with the customer

In the context of customer care, the AI-based virtual assistants represent one of the most visible and impactful innovations. These tools go far beyond simple automated response systems, offering increasingly natural and personalized interactions. The latest generation of virtual assistants are capable of:

• Understand and answer complex questions formulated in natural language
• Provide detailed information on energy bills and consumption
• Assist users in resolving common issues
• Collect and analyze feedback to continuously improve service
• Personalize interactions based on the user’s history and preferences

Statistics show that the implementation of advanced virtual assistants can handle up to 80 percent of first-level requests, freeing human operators for more complex situations that require empathy and decision-making skills. This human-machine integration represents the future of customer care in the utilities sector, combining the efficiency of AI with the human touch needed to build trusting relationships with customers.

The impact of AI on the customer experience in the utilities field

Customer experience represents an area where artificial intelligence is showing some of its most tangible results in the utilities sector. Traditionally perceived as distant and bureaucratic, companies in the sector are leveragingAI to build more direct and personalized relationships with their users. This paradigm shift is transforming the way customers perceive utilities, moving from mere providers of essential services to partners in efficient resource management and energy transition. AI makes it possible to anticipate customer needs, offer proactive solutions, and simplify every interaction, creating a smooth and satisfying experience.

Intelligent multichannel support

Multichannel approach empowered by AI represents one of the most significant evolutions in utility customer care. This integrated strategy enables:

• Ensure continuity of care across multiple channels (phone, email, social media, app)
• Maintain consistency of information and communicationacross all platforms
• Predict each customer’s preferred channel based on previous interactions
• Adapt the tone and style of communication to individual preferences
• Provide a seamless experience even when the customer switches from one channel to another

Statistics show that companies that implement intelligent multichannel support experience a 35 percent increase in customer satisfaction and a 20 percent reduction in the time it takes to resolve user issues.

Sentiment analysis and proactive management of critical issues

Artificial intelligence excels in thesentiment analysis, or the ability to interpret the emotions and opinions expressed by customers through various channels. This technology enables utilities to:

• Monitor brand perception in real time on social media and other platforms
• Quickly identify emerging issues before they turn into crises
• Automatically classify reports according to urgency and severity
• Personalize responses according to the client’s emotional state
• Tracking the evolution of sentiment over time to assess the effectiveness of strategies

The implementation of advanced sentiment analysis systems has enabled companies in the industry to reduce the rate of complaint escalation and increase the ability to resolve issues on first contact.

INGO: at the forefront of AI for the utilities industry.

INGO positions itself as a technology partner of excellence for companies in the utilities industry that wish to take full advantage of the potential of artificial intelligence. With a proven track record in the industry and an innovation-driven approach, INGO offers cutting-edge solutions that seamlessly integrate AI and customer care to transform the customer experience and optimize operations.

INGO’s flagship services in the utilities sector include. multichannel management platforms enhanced by AI, advanced predictive analytics systems for resource optimization, and state-of-the-art virtual assistants capable of handling complex interactions.

The recent case study with a major Italian utility demonstrates the effectiveness of the INGO approach: by implementing an integrated conversational AI system, the company experienced a 65 percent increase in calls handled with automation and an increase in activities performed in self-service mode.

Choose INGO as a technology partner means relying on a team of experts who deeply understand the specific challenges of the utilities sector and can offer customized and scalable solutions. INGO‘s consultative approach ensures a tailored digital transformation path that takes into account the unique characteristics of each company and its operating environment.