Innovative utilities are enhancing customer experience by using generative AI and automation to provide advanced self-service, streamline support, and reduce operational friction. With 60% of U.S. consumers preferring automated self-service for simple tasks and potential 50% reductions in human-serviced contacts, utilities are improving satisfaction and efficiency. AI bridges system silos, enabling proactive communication, billing transparency, and predictive support. In call centers, automation empowers agents with insights, reducing attrition and improving service. These innovations can lower service costs by 20–30% while boosting customer satisfaction by up to 20%.

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