# AI Agents for Utilities

AI Agents power a brighter customer service experience with a conversational AI platform for utilities. Agentic AI Agents make quick work of tier one requests, assist human agents in real time and reduce costs and churn.

## Case Study: E.ON

## 70%
Automation across all conversational channels

## +37 NPS
on Live Chat

## 45%
of all customer contacts on conversational channels

## 2
voice AI Agents with 4 end-to-end automated self-service processes

## Who's Keeping the Lights on with NiCE Cognigy?

## Don't Start from Scratch.  Start with NiCE Cognigy.

Accelerate your time to value with ready-made AI Agents for utilities.

#### Preloaded with Industry Data

Pre-trained intents, flows and entities to speed up design and deployment.

#### Pretrained on Utility Terms

Prebuilt lexicons with common terms, phrases and services.

#### Automated Common Processes

Automate common service processes like meter readings, bill payments, change of address and more.

## AI Agents Pre-trained for your Use Cases

Intelligent AI agents help customers and assist agents in real time, on any channel.

#### ID&V

#### Meter Readings

#### Address Changes

#### Billing Questions

#### Bill Payments

#### Outage Notifications

#### Report an Outage

#### Start/Stop Service

#### Usage Questions

## Effortlessly Handle Peak Loads

With AI Agents that can and have handled over 10,000 incoming interactions per minute and up to 25,000 concurrent sessions, you can rest easy when seasonal peaks, unforeseen events or weather events flood your contact center.

## Help Anyone in Any Language

Support for over 100 languages and bidirectional translation so your agents can serve customers in any language or market, regardless of where your contact center is located.

## Let Customers Mix & Match Channels

Say goodbye to Either/Or. NiCE Cognigy is built for multimodal service so customers on the go can for example switch from messaging to voice within one seamless experience, without losing context or repeating themselves.

## E.ON provides best-in-class service with NiCE Cognigy

E.ON Digital Technology sought a scalable robust, enterprise platform for creating and deploying voice and chatbots across the organization in multiple countries. Their goal was to use conversational AI to offer end-to-end self-service, automate repetitive tasks, and reduce the burden on agents.

NiCE Cognigy was chosen for its extensibility, custom integration capabilities, and intuitive UI, enabling easy orchestration of multiple bots and channels (chat, voice, and phone) within a single solution.

Currently, E.ON uses **over 30 AI Agent solutions, covering approximately 70% of their demand.** This has allowed E.ON to collect extensive analytics to improve service, reduce service center workload, and cut operational costs. [Learn More.](/content/en/case-study/eon/index.html)

### Tap into the power of an AI workforce for always-on, efficient customer service, ensuring no customer is ever left in the dark.

## eBook: AI Agents for Utilities

Explore how AI Agents are transforming customer service and delivering innovative solutions in the utilities industry in our latest eBook.

[**AI Agents for Utilities**](/content/cs/c/?cta_guid=4a6488d9-abef-4c0b-bc5c-6302b8e57747&signature=AAH58kGNwOjCWPgkvYwYb6QAX5u9ufRC0Q&portal_id=2761836&pageId=115873676635&placement_guid=2cf40da8-ecb1-489a-9141-dc8f72ccb66d&click=21c18644-8756-4ff0-a764-888b9a1c1ddd&redirect_url=APefjpEg4C0jnf0JuveT5p6627aaY-hDjcCjaf_l3YD2Diur1SHrLidKFjnQMtOAhNw0IqIKcuiFTkiZ4Zr9Beh_g9Y918vLKhJrKglM9oidsN6rBaEBqzxBCsI8eR39cWJN2R5YBJeHulCJgpmuQJrO8sqMWEaS1KB42D1ksSVzrh7I0ODgSB0&hsutk=&canon=https%3A%2F%2Fwww.cognigy.com%2Fsolutions%2Futilities&ts=1784306931952 "AI Agents for Utilities"/index.html)

## Frequently Asked Questions

### What is an AI Agent?

AI Agents are intelligent, human-like virtual assistants powered by Conversational AI and Generative AI, designed to automate customer service interactions across chat and voice channels. They provide instant, personalized support in over 100 languages and integrate effortlessly with enterprise systems. Equipped with industry-specific expertise, emotional intelligence, and the ability to leverage a company’s service knowledge and processes, AI Agents enhance the customer experience. They also collaborate with human agents, offering real-time support such as knowledge lookups, next-best-action suggestions, sentiment analysis, and more.

### How are utilities using AI Agents?

Utilities are leveraging AI agents to streamline operations, improve customer service, and enhance overall efficiency. AI agents handle routine customer interactions, such as answering billing inquiries, processing payments, and reporting outages, across chat, voice, and email channels. They operate 24/7, ensuring customers receive immediate assistance without long wait times.

During outages or service disruptions, AI agents play a critical role by managing high volumes of inquiries, providing real-time updates, and proactively notifying customers of restoration timelines. They also assist with account management tasks like service requests, plan changes, and payment reminders, reducing the workload for human agents.

AI agents integrate with enterprise systems, enabling personalized interactions by accessing customer data to offer energy usage insights, cost-saving tips, and tailored recommendations. Additionally, they support multilingual communication, ensuring accessibility for diverse customer bases. By automating repetitive tasks and providing scalable, efficient support, AI agents help utilities reduce operational costs, enhance customer satisfaction, and deliver a seamless service experience.

### What is conversational AI in utilities?

Conversational AI in utilities refers to the use of artificial intelligence technologies, typically NLU and LLMs to facilitate natural, human-like interactions between customers and utility companies through chat, voice, and other digital channels. This technology enables utility providers to automate customer service tasks, such as answering billing inquiries, processing payments, and providing outage updates, in a seamless and efficient manner.

By leveraging natural language understanding (NLU) and Large Language Models, conversational AI can interpret and respond to customer queries accurately, even in complex scenarios. It supports multilingual communication, making it accessible to diverse customer bases, and operates 24/7, ensuring immediate assistance.

In the utilities sector, conversational AI is particularly valuable during peak demand periods, such as outages or extreme weather events, where it can handle high inquiry volumes, deliver real-time updates, and proactively notify customers of service disruptions. It also integrates with existing systems to provide personalized experiences, such as energy usage insights or tailored service recommendations. Overall, conversational AI streamlines operations, reduces costs, and enhances the customer experience, making it an essential tool for modern utilities.

### Why use AI agents for utility companies customer service?

Agentic AI agents transform customer service for utility companies by improving efficiency, enhancing customer experiences, and reducing operational costs. Utility companies often deal with high volumes of repetitive inquiries, such as billing questions, outage reports, and account management. AI agents can handle these interactions instantly, providing accurate and consistent responses across multiple channels like chat, voice, and email, 24/7.

These AI-powered agents excel at managing peak demands during outages or service disruptions, delivering real-time updates and proactive communication to keep customers informed and reduce frustration. They can also process routine transactions, such as bill payments or service changes, freeing up human agents to focus on complex or high-value interactions.

Additionally, AI agents leverage customer data to offer personalized interactions, such as usage insights, energy-saving tips, or tailored service recommendations. They integrate seamlessly with enterprise systems, ensuring efficient workflows and access to up-to-date information. By improving response times, reducing wait times, and offering personalized, scalable support, AI agents help utility companies build customer satisfaction, loyalty, and trust in a highly competitive market.

## Shape the future of customer service, today

The choice is yours

### 1. HIRE AN AI AGENT

### 2. EXPLORE OUR PLATFORM

### Loved by Customers

Hear what they have to say

**5.0**
**Reviewer Function:** Customer Service and Support
**Company Size:** 500M - 1B USD
**Industry:** Energy and Utilities
> Bring Your Conversational AI Strategy To The Next Level With Less Code

> We are using Cognigy since a year and have around 20 chatbots and 3 voicebots on the platform with above 1 million conversations. The product is ease to use, offers a lot of prebuilt integrations and is therefore a great product for enterprise usage, especially in a multi-brand environment. The support acts fast and feature requests are always welcome and treated fast.

**5.0**
**Reviewer Function:** Data and Analytics
**Company Size:** 1B - 3B USD
**Industry:** Transportation
> Most Flexible Conversation AI Platform

> "The platform is a breeze to use. The set-up is done very quickly and it's all low code. Which gave us a lot more possibilities to speed up the process of creating flows and integrations with our back-end systems. They're very helpful in setting up the platform and helping to design the implementation plan."

**5.0**
**Reviewer Function:** Research and Development
**Company Size:** 30B + USD
**Industry:** Transportation
> Excellent Choice for Complex Conversational AI at Scale

> "The use of Cognigy AI has allowed us to build several bots, use cases and integrations at scale for different companies at once. It is in use for four different legal entities of our international corporation, with several new ones to follow. Major advantages that we saw over other vendors..."

**5.0**
**Reviewer Function:** Software Development
**Company Size:** <50M USD
**Industry:** Healthcare and Biotech Industry
> Feature-rich, and Stable Platform to Build a Sophisticated and Complex Product.

> "Cognigy has provided exemplary support which is key to deploying sophisticated and complex solutions. What surprised me was that the platform is feature rich, but also robust - not a common combination in this space."

**5.0**
**Reviewer Function:** Product Management
**Company Size:** 1B - 3B USD
**Industry:** Telecommunication
> Best Conversational AI Platform!

> "Fantastic experience! Very responsive team and delivering new innovation quickly. The NLU is the best in the market and is extremely easy to build bots/virtual agents."

**5.0**
**Reviewer Function:** Data and Analytics
**Company Size:** 30B + USD
**Industry:** Retail
> The Highly Interactive and Profitable Customer Interaction System

> "Cognigy.AI; is a complete enterprise conversational platform that we use daily to automate our interaction with our customers. Its AI technology offers us Chatbots and virtual assistants that interact effectively and intelligently with clients and employees and reply to them in real-time."

## ***Shape the future of customer service, today***

**The choice is yours** 
- **HIRE AN AI AGENT**  
- **EXPLORE OUR PLATFORM**