Utilities are undergoing a major transformation driven by artificial intelligence (AI). AI-powered solutions optimize operations, enhance customer experiences, and enable intelligent decision-making. A modern Customer Information System (CIS) must embed AI capabilities to support operational excellence, boost customer satisfaction, ensure innovation, and future-proof utility businesses.
As AI redefines a new reality for everyone, most businesses are finding tangible benefits and advantages. However, there are some industries, like utilities, that are struggling to unlock their real potential. This is partially because these companies face unprecedented challenges, including evolving regulations and rising customer expectations, and traditional management systems often struggle with technology integration, data synchronization, and agility. Picture a utility company handling customer interactions with long hold times and disconnected call centers, leading to frustrated customers and a declining satisfaction rate, while competitors offer seamless AI-driven self-service options.
In today’s fast-paced world, failing to use AI is like navigating a stormy sea with a paper map while others sail smoothly with GPS navigation. However, AI is reshaping the sector by providing predictive insights, intelligent automation, and enhanced user experiences. In fact, according to Gartner® Market Guide for Utility Customer Information Systems, “CIS products are of high interest to utilities, however often the gap or bottleneck in achieving value is poorly defined policies and a lack of governance structures”. Therefore, to thrive in this evolving landscape, utilities must adopt software solutions that have AI capabilities embedded in their core, ensuring improved decision-making processes and operational efficiency, enhanced customer and employee satisfaction, and automated workflows to free employee’s time to focus on what matters.
Improving decision-making process and Operational Efficiency
Data-driven decision-making is critical for utilities aiming to optimize performance and reduce costs. AI-powered business intelligence (BI) capabilities allow them to analyze consumption trends, predict behaviors, and enable proactive interactions with customers. By leveraging smart routing, utilities can also optimize field service operations, minimize response times, and enhance workforce activities. Additionally, AI-powered support tools improve operational efficiency by providing customer service representatives (CSRs) and field crews with real-time insights and automated workflows, enabling faster issue resolution.
Redefining Satisfaction for Customers and Employees
Modern utility customers demand a seamless, 24/7 service and connected experience. Incorporating chatbots into CX strategies can enable instant and intelligent interactions, resolving common inquiries without human intervention. Additionally, digital adoption tools simplify employee training and onboarding by providing step-by-step task guidance. This reduces learning curves, increases employee productivity, and ensures a consistent service experience. As a result, utilities can experience improved customer satisfaction, reduced support costs, and higher employee engagement.
Automating Workflows to Free Employee’s time to Focus on What Matters
Automation is at the core of AI’s impact on utilities. With AI-driven workflows, billing processes are streamlined, repetitive administrative tasks are automated, and manual errors are minimized. Field and customer service teams benefit from specialized agents and predictive capabilities that can support daily service activities and identify potential issues before they escalate, reducing response costs and service disruptions. By automating routine operations, employees can focus on delivering reliable services, strategic initiatives, customer engagement, and business innovation.
Smartflex: The AI-Driven CIS for Modern Utilities
As utilities look to harness the power of AI, bold software providers like Open Intelligence are bringing innovative solutions to the market. These solutions seamlessly integrate AI to ensure compliance, scalability, and adaptability. Open, a specialized solutions provider for the utility and telecommunications industry, offers Smartflex, a modern CIS platform designed to support meter-to-cash (M2C) and customer-to-meter processes. The platform includes built-in applications for digital customer experience, meter data management, and mobile workforce management. Smartflex is equipped with AI-driven capabilities, such as advanced analytics for predicting customer needs, automated workflows that streamline operations, and intelligent chatbots that enhance customer engagement. Additionally, Open is actively working on incorporating intelligent and specialized agents that support customer and field service teams in their activities and interactions.
Smartflex also incorporates a digital adoption tool, Polaris, that guides employees through complex tasks, enhancing efficiency and assisting employee training. Utilities leveraging Smartflex have reported significant benefits, including reducing time-to-market of new programs from months to weeks, a 25–30% improvement in field work efficiency, a 49% increase in digital self-service adoption, and a 32% reduction in call center volumes. Additionally, its architecture minimizes upgrade costs and efforts over time, future-proofing utilities against market disruptions while ensuring a seamless user experience.
AI is no longer a luxury but a necessity in the utility sector. A modern CIS must leverage AI to enable data-driven decision-making, optimize operations, enhance customer experiences, boost employee satisfaction, and automate workflows. Choosing the right AI-powered solution is critical. With Smartflex, utilities receive a comprehensive, future-proof platform designed to maximize efficiency, reduce costs, and ensure seamless service delivery. Additionally, utilities gain a competitive edge by harnessing intelligent automation and predictive analytics to stay ahead in a rapidly evolving market. The time to act is now. Adopt a solution like Smartflex to build a resilient, high-performing utility for the future.
