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Gartner® Market Guide for Utility CIS 2025

Best CIS Implementation Award

IUCX 2026
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Transform complexity into simplicity!
LET'S MEET AT CS WEEK
Gartner® Market Guide for Utility CIS 2025
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AI Alexandria

Meet Alexandria: Smartflex AI for Intelligent Utility Operations

Alexandria brings embedded, contextual AI into Smartflex, helping utilities move from fragmented data and manual processes to intelligent, governed, and actionable operations. 

Generic AI won’t transform utility operations

Utilities manage complex operations across customer service, billing, payments, collections, meter data, field work, and digital channels. But when data lives in disconnected systems, AI becomes just another layer of fragmentation.

Discover Smartflex

Alexandria brings AI into the core of Smartflex

Alexandria is the AI Agents Engine of Smartflex. It is designed to work inside utility processes, using operational context, governed data access, configurable workflows, and authorized actions to help teams analyze, decide, and execute faster.

Native AI engine embedded in Smartflex

Contextual intelligence for utility operations

Agentic workflows for customer service, billing, collections, and field operations

Real-time triggers from events in Smartflex

Human-in-the-loop control when required

Execution inside core processes, not outside them

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  • Industry articles

What does an AI-powered utility look like?

An AI-powered utility is no longer a vision of the future; it’s a competitive reality. These organizations are leveraging artificial intelligence to automate, enhance, and simplify complex processes across the enterprise. Technologies such as machine learning, natural language processing, smart agents, computer vision, and real-time analytics are being deployed to generate insights, improve responsiveness, and enable faster, data-driven decision-making.
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  • Industry articles

Can AI boost collections? Real-life case

Artificial intelligence is rapidly proving its value as a driver of financial health in the utility sector. Beyond automation, AI enables smarter, data-driven decisions that directly impact profitability. One powerful example lies in the collections process: by analyzing usage and payment behavior, AI can identify high-risk accounts and guide targeted recovery efforts. As the number of service disconnections increases, along with the strain on field crews, AI-powered automation offers a way to maximize recovery while minimizing operational burden and cost.
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  • Industry articles

Where is AI making the biggest impact in utilities?

Across the globe, utility companies are turning to artificial intelligence, not just to automate isolated tasks, but to fundamentally transform how they operate, serve customers, and plan for the future. AI is now seen as a strategic asset, enabling smarter decision-making, greater operational resilience, and a faster response to shifting customer expectations and infrastructure demands.
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  • Industry articles

AI in Utilities: Unlocking customer satisfaction, operational agility, and real ROI

Discover how AI empowers utilities to boost customer satisfaction, streamline operations, and achieve real ROI. Learn from real-world success stories.
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  • Industry articles

Switching to a Cutting-Edge Platform to Solve Modern Challenges

Many utilities currently have a Customer Information System (CIS) that has adequately met their past needs but now falls short of addressing the evolving demands of the sector, such as new regulations, technological advancements, and the emergence of new customer demands. By not having a modern system that meets these emerging needs, utilities face problems like delayed billing, inability to support smart meters, limited self-service options, unstable operations, high dependency on manual processes, and the struggle with adapting to changes. Due to the concern of keeping up with the solution of the mentioned situations, it is recurrent that companies integrate their legacy CIS solutions with external systems to increase their functional capacity. However, these integrations could require considerable effort and cost, and maintaining them over the medium and long term could become problematic.
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  • Industry articles

Utilities are reducing response times to customer requests by up to 48% with Artificial Intelligence (AI)

AI, with its transformative potential, has captivated the utilities sector, positioning itself as a key tool for driving evolution amid ongoing technological, regulatory, and sustainability changes. Among its most common applications are enhancing operational efficiency, proactive fault detection, and more effective management of electrical networks.
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Ready to see how embedded AI can transform utility operations? Explore how Alexandria helps utilities bring intelligence into the workflows that matter most.

Our industry experts are here to guide you on your next step to success!


See Alexandria in Action

The Unified Customer Operations Platform

Smartflex is a unified customer operations platform that centralizes all commercial processes billing and revenue management, digital engagement, customer service, mobile workforce operations, and meter data management within a single, AI-enabled environment. It gives utilities real-time visibility of business processes and a single source of truth of customer operations that enables faster product and pricing changes, and a modern digital experience for customers. By connecting customers, data, and operations in a single platform, Smartflex reduces complexity, lowers cost-to-serve, strengthens regulatory compliance, and enables utilities to operate securely, efficiently, and with greater responsiveness to market change.

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