Key Points

The energy and utility sector faces increasing financial pressure due to economic challenges, rising customer defaults and inefficient debt management practices. Predictive analytics offers a powerful solution to address these issues by revolutionizing the collection process. The right analytics models, well deployed, can halve a company’s bad debt write-offs in a short period while improving customer retention, minimizing operational costs and enhancing compliance.

This paper outlines a three-pillar framework that leverages predictive analytics, Generative AI (Gen AI), speech analytics and income-qualified customer strategies to enable utility firms to:

• Proactively identify high-risk customers
• Optimize collection efforts
• Enhance customer experiences and loyalty