Utilizing AI for the Utilities Sector: An Overarching View

The rapid adoption of AI in the utilities sector is a promising trend, signaling a significant shift towards evolution for the utilities industry globally. From simply selling kilowatts to offering a host of value-added services by leveraging AI-generated insights on consumers and market trends, the sector is expanding and growing remarkably.

As many as 40% of utility and power companies are set to increase their AI for energy companies has spending, accounting for over 38.3%, as per a Gartner report. Treading with a CAGR of 36.7%, the Gen AI market for utilities is projected to hit a $14 billion mark by the end of 2025.

AI has been transformative for the utilities, impacting the following key areas:

• Superior Customer Engagement

  Analyzing customer data with AI enables utility companies to share personalized usage recommendations and saving plans. Additionally, chatbots and virtual assistants, powered by AI, offer 24*7 customer support, prompt addressing of issues, and quick resolutions

• Energy Resource Integration

  Distributed energy resources, such as battery storage and solar panels, together create a huge energy influx and AI handles it efficiently. It also allows for smarter and more flexible grid operations by supporting the bi-directional flow of energy

• Fault Detection and Grid Management

  Utilizing AI-based tools and monitoring technologies, any defects, outages, or abnormalities are identified and prevented, using real-time grid infrastructure. Companies are also able to prevent any unexpected breakdowns, helping reduce their downtimes as well as asset lifespan with AI-enabled tech

• Improvised Demand Management and Energy Efficiency

  With access to real-time data on usage history and demand, AI uses predictive analysis to forecast demand more strategically. This helps in reducing energy wastage while promoting better distribution, balanced grid load, and overall energy conservation

• Resource and Asset Management

  Challenges like weather-related delays, and regulatory issues are better handled with the help of AI. It facilitates the creation of digital supply networks that help in logistic optimization, smart procurement, and better inventory management

• Optimized Pricing

  AI facilitates a holistic analysis of demand trends and market data to enable dynamic pricing models for consumers. With flexible trading and procurement strategies, companies can bring down production and supply costs and enhance supply reliability

• Better Outage Response with Emerging Technology

  Using advanced technologies such as Generative AI (Gen AI), utility companies not only enhance the maintenance process with better predictions around equipment lifecycle but also automate work orders, enhancing operational excellence.

AI Trends Catalyzing the Change in Utilities Customer Experience

Propelled by a host of tools and technologies, AI is revolutionizing the Utilities and Energy sector with innovative solutions and tech-based frameworks. Some notably popular tools that are dominating the current trends include:

• AI-powered Virtual Agents and Chatbots

  Advanced tools like Ada and Fin are simplifying customer interactions with the automation of common inquiries and escalations by leveraging Natural Language Processing (NLP). While ADA supports 50 languages and is integrable with CRM, Fin has extensive multilingual capabilities and can generate customized responses

• Gen AI-based Assistants

  Salesforce clouds powered by AI allow for seamless customer communication through real-time scripts, issue diagnosis, knowledge updates, call summary drafts, and even improve the resolution quality and time by follow-up emails

• Conversational AI Platforms

  Adding a new dimension to the AI offerings, conversational AI platforms combine machine learning and NLP with intelligent automation to create seamless experiences through automated ticketing, workflow streamlining, and omnichannel customer support for added efficiency

• Customer Sentiment and Behavior Analysis Tools

  Smart AI-driven tools are being used to analyze customer sentiments from conversation history, voice tone, behavior patterns, and inquiry type to gauge any discontentment. Upon diagnosis, the system is programmed to proactively intervene and personalize the interaction for better outcomes

• Omnichannel Solutions

  Advanced platforms powered by AI offer unified support across multiple platforms like email, chat, social media, and voice support. These platforms help to route tickets, offer response suggestions, and perform sentiment analysis, enabling quick solutions for high volumes

• Agent Assistant Tools

  By suggesting solutions using advanced analysis, AI agent assistant tools help increase productivity. These agents offer automated workflow solutions to deliver quick and seamless customer support while cutting operational costs.

Use Cases for Digital Transformation in Utilities

AI is accelerating the path of growth for energy companies by creating operational efficiencies and cutting down on the bottom lines. Here are some notable examples of digital transformation in utilities:

• Iberdrola, a leading name in sustainable energy, has collaborated with AWS to develop a GenAI-based application to connect with customers on a real-time basis and respond efficiently. This allows the brand to showcase new products and services while enabling them to build a connection with their audience

• POWERCONNECT.AI is a great example of AI technology integration with a Customer Information System (CIS). Besides offering self-service advisors, this platform also offers omnichannel support for customer interactions, adding more value to every communication

• By deploying AI-powered systems to manage customer connects, NYSEG and Rochester Gas & Electric can handle their ever-increasing volumes of interactions seamlessly while ensuring all regulatory compliances are met with

• A leading UK-based utility provider partnered with WNS to deploy AI-powered training simulators with dedicated Learning Management Systems to improve the training quality for customer service agents. Transforming customer service delivery, these simulators resulted in improved net promoter scores and reduced average handling time for the brand.

The Utilitarian View with AI: Glancing Through the Benefits

Poised to bring a significant change to the Utilities and Energy sector, AI adoption will foresee the following benefits:

• Better Energy Production Forecasting

  With an ability to analyze large data sets (environmental conditions, weather patterns, historical trends, etc.), AI will enhance the energy production forecast accuracy, translating to demand and supply equilibrium and better grid integration for renewables

• Improved Efficiency for Renewable Energy

  Integrating analytics and digital twin technologies will continue to improve facility management and efficiently enhance the energy flow across renewable plants and grids. Additionally, timely detection of any wear and tear or system failures with preventive maintenance will help prevent serious outages and increase equipment lifespan

• Enhanced Grid Resiliency

  Grids run by AI constantly monitor and adjust energy distribution, enabling a balanced load, and fewer outages and downtimes. These grids are also empowered with advanced AI algorithms allowing them to detect faults swiftly and reroute power in milliseconds.

• Advanced Energy Storage

  AI enables storage systems such as batteries to predict energy storing and release times, based on weather predictions, and usage trends, ensuring any excesses are saved and energy is optimally utilized

• Support with Net-Zero Goals

  Timely and accurate forecasting and grid management help reduce energy wastages globally and optimize renewable energy sources, resulting in lesser emissions and achieving better sustainable energy targets.

Utilities and Energy Sector in a Future Forward Mode

AI is shaping the utility industry for an efficient, smarter, and customer-focused future. Empowered with the abilities for predictive maintenance, workforce augmentation, service-centric programs, and renewable integration, the future grids will be autonomous, intelligent, and resilient to adapt to market dynamics. Investment in AI will help utility companies unlock their long-term potential, navigated by operational excellence and sustainable measures.

Empowering Utility and Energy clients globally, WNS has partnered with leading names to deliver advanced analytics-based solutions like propensity-to-pay modeling, automated machine learning models, text analytics, AI, video and voice capabilities, in collaboration with AWS and WNS-Vuram on the Appian platform.

Optimizing the combined power of AI with human expertise, WNS is enabling clients to manage fluctuating demand, better utility customer experience, customer acquisition, Net Promoter Scores, and improved marketing ROI.

Discover how intelligent assistants and Gen AI can help you address challenges like workforce management, quality data, and governance, and sustainably drive operational excellence.