Guide

AI agents for utilities: Your roadmap to better customer experience

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For most utilities, customer experience hasn’t kept up with customer expectations. Legacy IVRs, outdated systems, and rising service demands make it harder to deliver fast, reliable support.

At the same time, customers expect personalized, always-on help, especially during outages, billing questions, or emergencies. Voice AI gives utilities a way to meet those expectations without adding pressure to teams.

Unlike traditional phone trees, AI voice agents understand tone, urgency, and intent. They hold natural conversations, route calls intelligently, and stay compliant while freeing agents to focus on the calls that matter most.

This guide shows how utilities can use AI agents to modernize support, reduce operational strain, and deliver service customers trust.

A roadmap for deploying voice AI in utilities - Practical steps for planning, designing, and launching your first AI agent, from securing buy-in to integrating with existing systems.
High-impact use cases to automate first - See where AI agents deliver quick wins across your contact center, including outage reporting, billing, and multilingual support.
Real results from industry leaders - Learn how Pacific Gas and Electric saved 35,000 labor hours and boosted customer satisfaction with an AI agent built on PolyAI.