Power up your Customer Service

AI Agents for Utilities

AI Agents power a brighter customer service experience with a conversational AI platform for telecommunications that delivers faster response times and personalized support. AI Agents can make quick work of tier 1 requests, assist human agents in real time and reduce costs and churn. 

utilities frame utilities customer_L AI Pulse Icon Light

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 Cognigy?


Don't Start from Scratch.
Start with Cognigy.

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

AI Agent technology graphic_x2
Cognigy Icon-_Home

Preloaded with Industry Data

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

Cognigy Icon-_Document

Pretrained on Utility Terms

Prebuilt lexicons with common terms, phrases and services. 

Cognigy Icon-_Launch

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.

Cognigy Icon-_Protection

ID&V

Cognigy Icon-_Search

Meter Readings

Cognigy Icon-_Home

Address Changes

Cognigy Icon-_Labour Cost

Billing Questions

Cognigy Icon-_Money

Bill Payments

Cognigy Icon-_Promotion

Outage Notifications

Cognigy Icon-_Discussion

Report an Outage

Cognigy Icon-_Analytics

Start/Stop Service

Cognigy Icon-_Investment

Usage Questions

Cognigy Icon-_Services

And more...

Effortlessly Handle Peak Loads

With AI Agents that can take over 25,000 concurrent sessions and scale easy to ensure customer service runs smoothly during storms or unforseen events.  

Contact center agent chatting with a customer

Help Anyone in Any Language

Support for over 100 languages and bidirectional translation so your agents can speak any language on-demand.

AI agent utilities

Let Customers Mix & Match Channels

Built for multimodal service so customers on the go can for example switch from messaging to voice within one seamless experience.

xApps Energy_transparent

E.ON provides best-in-class service with Cognigy.AI

 

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.

Cognigy.AI 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.

 

EON_Solution_3

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

AI Agent for Utilities ebook_hero image
×

Loved by Customers

Hear what they have to say

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...

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

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 have 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...

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

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."

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

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. It's AI technology offers us Chatbots and virtual assistants that interact effectively and intelligently with clients and employees and reply to them in real-time. ...

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

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 alot of prebuild 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."

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

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."

peer-insights-r-tm-rgb-for-white-bkgrnd
Read more

The GARTNER PEER INSIGHTS Logo and GARTNER PEER INSIGHTS are trademarks and service marks of Gartner, Inc. and/or its affiliates and are used herein with permission. Gartner Peer Insights content consists of the opinions of individual end-users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product, or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. 

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 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?

AI agents transfor 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.

utilities customer

Shape the future of customer service, today

The choice is yours