Industry Articles. Resources for the utilities and telecommunications industries. Open Intelligence. Smart Grids, Billing, IA, IOT, Demand Response, Energy, Water, Waste, Telco, Natural Gas.
Utilities face a critical moment in CX evolution: transitioning from reactive service models to proactive, personalized experiences. Smartflex’s integrated CX capabilities enable utilities to deliver consistent and anticipatory service across all customer interactions, significantly boosting satisfaction and operational efficiency.
Utilities face mounting pressure: customers expect seamless digital engagement, but legacy systems and organizational inertia hinder progress. As customer digital expectations continue to rise, utilities must confront the root causes behind stagnant satisfaction scores and digital underperformance.
Utilities are under pressure from every angle with tighter margins, stricter regulation, and competition, all while customers demand immediate resolution and seamless digital experiences. It’s no surprise that AI has become a strategic priority in almost every boardroom. However, a different reality often emerges: AI stuck in pilots, innovation labs, or isolated chatbots that never integrate into the core of day-to-day operations. Insights are generated, dashboards are built, but billing errors still occur, collections still linger, and field crews still respond to avoidable visits.
Utilities are at a technological crossroads, often burdened by outdated systems and technologies that restrain their ability to adapt to rapidly changing market and customer demands. Traditional CIS providers continue to offer rebranded solutions that complicate integration and inflate costs without addressing core issues. Utilities should focus on finding and understanding how they can benefit from selecting new, innovative CIS vendors that provide modern, integrated solutions to support their evolution and growth.
Around the world, utility companies are undergoing a historic transformation. The need to adapt to increasingly digital customers, comply with stricter regulations, and harness the potential of disruptive technologies is completely redefining the sector.
Artificial intelligence (AI) offers utilities a powerful way to innovate and enhance customer value. However, operating within strict regulatory environments requires balancing immediate AI benefits with system stability. The dual innovation strategy addresses this challenge by enabling utilities to quickly implement targeted AI solutions for operational gains, while gradually modernizing legacy systems.
The journey toward the adoption of artificial intelligence in utilities takes time and requires a clear, strategic approach to achieve meaningful results.
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.
Many utilities operate with legacy systems that are not compatible with the advanced requirements of AI tools. Upgrading to a scalable, cloud-based, and modern infrastructure is crucial for supporting AI integrations, managing large datasets, and ensuring reliable performance. Moreover, due to the large volume of data processing, utilities need systems with a single database and repository to ensure cohesion.
