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 customer-based to a premises-based segmentation model to better prioritize accounts with high-value debt. 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.
