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.

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.

Utilities are at a technological crossroads, often burdened by outdated systems and technologies that restrain their ability to adapt to rapidly changing market and customer demands.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.