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ARTICLE · 13 MARCH 2024

Have You Hugged Your Chatbot? How Utilities Leverage AI To Boost Operational Excellence And Customer Satisfaction

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Utilities face many challenges in 2024, from continuing to deliver safe, reliable, yet affordable energy, to gathering and harnessing the sea of data collected each day.

United StatesTechnology
Rahul Gujral
Rahul Gujral
Jeremy Lehman
Jeremy Lehman
Robbie Chen
Robbie Chen
David Hindman
David Hindman
Patryk Szafranski
Patryk Szafranski
Author LinkedIn connections

Utilities face many challenges in 2024, from continuing to deliver safe, reliable, yet affordable energy, to gathering and harnessing the sea of data collected each day.

Improving customer experience and operational efficiency remain priorities. Recent customersatisfaction studies published by J.D. Power suggest that satisfaction with electric and gas utilities remains in decline. Investors, meanwhile, show concern with utilities' ability to manage inflationary pressures, while meeting increasing investment needs driven by an accelerating energy transition.

Artificial intelligence can play a role in addressing these issues. As AI use cases expand at an explosive rate, we are only beginning to come to terms with how these new technologies will impact future energy-demand requirements, and utilities' interaction with this technology is still in very early days. We believe that utilities who seize on practical applications focused on driving rapid results will gain

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