The importance of Smart Utilities for efficient service management

How important are Smart Utilities in the current Italian landscape and what technological investments are needed for an optimal transition in the customer service sector?

Le Smart Utilities represent the evolutionary paradigm of the user services sector, where advanced technologies such as Internet of Things (IoT), artificial intelligence and automation converge to optimize the management of energy, gas, water and waste. In Italy, this digital transformation process has generated investments of more than 2.5 billion euros annually, with a particular focus on smart grids, energy efficiency and customer experience. Italy’s 100 Top Utilities had a total turnover of more than 114 billion euros, or 6.5 percent of GDP, employing more than 151,000 human resources, highlighting the strategic importance of the sector in the national economy.

The Smart Utilities landscape: definition and market opportunities

Smart Utilities integrate advanced digital technologies into traditional utilities, transforming energy, gas, water and waste management through IoT solutions, predictive analytics and cloud-native platforms. This approach enables utilities to optimize operational performance, reduce management costs, and significantly improve the quality of service delivered to end consumers. The implementation of smart infrastructure also enables new business models based on value-added services and personalization of offerings.

Technology and regulatory drivers of the utilities sector

The European regulatory framework, with particular reference to the Clean Energy Package and the RED II directive, pushes toward the adoption of smart technologies to achieve the 2030 decarbonization targets. Italian utilities must comply with ARERA standards for commercial and technical quality, implementing real-time performance monitoring systems and customer satisfaction KPIs. The transition to the free energy market also accelerates the adoption of digital solutions for customer retention management and new customer acquisition.

Operational and strategic benefits of technological innovation

The adoption of smart technologies generates tangible benefits in terms of reduced grid losses (on average 8-12% in the power sector), predictive maintenance optimization, and improved SAIDI/SAIFI reliability indices. Asset management systems based on machine learning algorithms make it possible to extend the life cycle of plants by 15-20%, significantly reducing replacement CAPEX. Integration of omnichannel CRM platforms with automated billing systems also improves the efficiency of administrative processes and the overall customer experience.

Smart Metering and Smart Grids

Smart metering forms the foundation of the technology infrastructure of modern utilities. Investments are primarily in renewable energy and technologies that help digitize and optimize the operation of grids in the context of the smart grid, enabling a two-way exchange of real-time information between suppliers and consumers. Smart meters enable demand response management, enabling utilities to balance energy supply and demand through predictive algorithms and behavioral analysis of consumption.

INGO’s smart solutions for the utility world

INGO develops end-to-end solutions that integrate cognitive automation, artificial intelligence and omnichannel platforms to optimize customer care processes. The company’s methodological approach combines vertical expertise in the utilities domain with state-of-the-art proprietary technologies, enabling it to address industry-specific challenges: from ARERA regulatory compliance to managing seasonal traffic peaks, from optimizing operating costs to improving customer satisfaction and retention.

Automation and artificial intelligence for the customer experience

INGO develops omnichannel solutions that integrate cognitive automation and conversational AI to optimize utility operational processes. The methodological approach involves the implementation of voicebot with Natural Language Processing (NLP) capabilities for automated management of self-readings, significantly reducing the load on traditional contact centers. In addition, automation of some procedures allows for more immediate customer care and leaves the handling of more complex requests to human operators.

AGN Energia case study: concrete results in automation

The project carried out for AGN ENERGIA demonstrates the effectiveness of INGO’s smart solutions in the energy sector. AGN ENERGIA is a modern energy company serving more than 300,000 customers in the energy transition journey, operating in the LPG, LNG, natural gas, green electricity and e-mobility charging systems segments.

Solutions implemented include:

• Intelligent voicebot for self-reading with automatic processing of consumption data
• Voice recognition system for customer identification with 65% success rate
• WhatsApp chatbot for information on rates and technical procedures, integrating messaging channels into the customer service ecosystem
• Quality Call system using WhatsApp for post-service communications and customer satisfaction monitoring

Results show significant reduction in waiting time for compliance with ARERA SLAs, increase in self-service activity, and optimization of operational procedures. The data-driven approach through advanced reporting provided strategic insights for continuous improvement of customer experience and identification of consumer behavioral patterns.

Smart Utilities: toward an integrated and sustainable ecosystem

The evolution of Smart Utilities is moving toward an integrated ecosystem where energy transition, environmental sustainability and technological innovation converge. The sustainability report has become a regular annual event for as many as 59 percent of Italy’s smart utilities, up 22 percent in a three-year period, attesting to the growing importance of ESG criteria in the sector.

Why choose INGO for utilities’ digital transformation

The evolution of Smart Utilities requires specialized technology partners capable of combining vertical industry expertise with continuous innovation capabilities. INGO is the strategic choice for utilities that want to accelerate their digital transformation, thanks to more than 20 years of experience in the Made in Italy customer experience and an established track record of successful projects in the energy and utilities sectors.

INGO’s differentiating value lies in its combination of technological expertise and sector know-how, which enables it to understand the regulatory specificities of the utilities sector, ARERA obligations and the competitive dynamics of the deregulated market. The company’s consulting approach also ensures strategic support in defining medium- to long-term innovation roadmaps, enabling utilities to maintain competitive sustainable advantages and proactively respond to energy and environmental market evolutions.