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Gartner® Market Guide for Utility CIS 2025

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.

One of our customers successfully overhauled its collection strategy using AI and automation. They shifted from a premises-based to a customer-based segmentation model to better prioritize accounts with high-value debts. The company automated key activities like debt analysis, work order creation, and closure. By integrating billing, payments, and field service, they enabled real-time cancellation of shut-off orders as soon as a payment was received, eliminating unnecessary site visits and improving resource deployment.

The results were substantial: 100% of the manual effort for collection analysis and assignment was eliminated, while the effort to assign or cancel work orders dropped by 66%. Unassigned shut-off orders fell from 53% to 22%, and the company saved up to $1 million in 2024 by avoiding unnecessary disconnection activity.

AI is not just a tool for efficiency; it’s a strategic lever for cost reduction, revenue protection, and smarter operations.

Go beyond the success story. You've seen AI's power in action, but implementing technology without a robust strategy can lead to significant setbacks. Ensure your AI investments pay off.

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The All-in-one Utility CX & Billing Solution

Smartflex is a comprehensive platform for energy, water, gas, and non-traditional utilities, providing integrated solutions for customer information (CIS), self-service (CSS), meter data (MDM), and mobile workforce management (MWM). With native integration and embedded AI, it reduces costs, streamlines operations, and minimizes upgrade efforts. Smartflex accelerates digital transformation, fosters new business models, and enhances customer experience through its rule-based design and predefined workflows.

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