Explain every bill before the phone rings.
Surface appliance-level cost drivers proactively so customers already understand their bill and CSRs can resolve what does come in.
Hi, How can I help you?
Customer Engagement
See it in Action
Fewer Calls. Better Enrollment. Customers Who Actually Engage.
Turn your AMI Data into actionable customer intelligence that helps target the right households, personalizes outreach, and delivers measurable engagement outcomes.
Capabilities
CX outcomes you can actually own.
The data you need is already behind every meter. Decode it and put it to work.
Know exactly what moves your satisfaction scores.
Map JD Power drivers to specific customer interactions so improvements are targeted and measurable, not guesswork.
Reach the right customers with the right offer.
AI agents work continuously in the background across targeting, outreach, enrollment, and program management. You set the rules and approve what matters.
Make every digital touchpoint feel personal.
Put appliance-level intelligence behind your portal, IVR, and app so customers feel understood, not processed.
Solutions
What UtilityAI makes possible in CX.
Each use case uses the same appliance-level intelligence layer — so your CX, DSM, and marketing teams operate from the same source of truth.
Proactive Usage Notifications
Alerts that change behavior, not just inboxes.
Generic alerts train customers to ignore you. When every notification says the same thing to the same segment, open rates fall, calls rise, and trust erodes.
- 85% verified CSAT on personalized alert programs
- 2+ quartile JD Power improvement at reference utilities
- 15%+ reduction in CSR churn from reduced inbound volume
Generic vs. Appliance-Level Alerts
Your utility
Segment basedYour bill may be higher this month
Usage in your area has been above average. Visit your online account to see your usage.
Your utility – Powered by UtilityAI
Appliance-levelHi Jennifer — your EV charging added $34 this week.
Shifting to off-peak overnight charging could save you up to $28/month . Here's how to enroll in our Smart Charge program.
High Bill Analyzer & Call Resolution
Resolve the call before the customer finishes explaining.
No more clicking through four systems to piece together a vague answer. Get to the root cause of calls, to make them one and done.
- 50%+ reduction in high-bill calls
- 30% reduction in average call handle time
- Up to 25,000 CSR calls deflected in a single program cycle
Customer Self-Service Tools
Self-service that actually resolves, not just redirects.
Customers who can't explain their own bill don't trust their utility. Self-service built on whole-home averages doesn't resolve that — it moves the confusion online.
- 18% TOU enrollment rates via targeted self-service journeys
- 127% of filed EE targets achieved across deployments
- 1.5 TWh+ in total energy saved
Agentic Automation in CX
AI that acts.
Not just advises.
Bidgely's agentic layer runs the workflows your team currently does manually across every customer touchpoint. From IVR personalization to campaign triggers, agents work continuously without adding headcount.
Agentic Value, Modeled
$3–7M/year
From deflected calls, improved enrollment, and automated DSM workflows
IVR Personalization Agent
Detects the likely call reason before the customer finishes speaking — pulling from their live appliance profile and billing delta. Routes and resolves at the IVR level without a CSR.
Proactive Outreach Agent
Continuously monitors usage patterns and triggers personalized email, SMS, or portal messages before the customer has a reason to call. Picks the right channel and timing for each premise.
Program Enrollment Agent
Identifies program-eligible customers, segments by propensity, and runs targeted recruitment journeys — including follow-ups, re-engagements, and confirmation — without manual campaign management.
GenAI in Customer Experience
Conversations grounded in real customer data.
Bidgely's GenAI layer doesn't run on generic LLM prompts. Every answer — to a customer or a CSR — is grounded in that customer's disaggregated appliance profile.
Energy Assistant (Customer-Facing)
A conversational AI that answers billing and usage questions, explains appliance-level charges, and recommends programs — embedded in your portal, app, or SMS channel. Personalized to each meter, not a generic chatbot.
CSR Copilot
A GenAI assistant embedded in your CSR console. Agents ask plain-language questions and get appliance-level answers, rate comparisons, and next-best actions in seconds. No tab-switching required.
Chart & Bill Explainers
Usage charts and bill breakdowns with embedded natural-language explanations. Customers can tap any bar, spike, or line item and get a plain-English reason — powered by the same disaggregation that drives your CSR tools.
Proven Results
Deployed at scale. Measured at the meter.
Peer Utilities:
Customer Engagement · High Bill Resolution
Large Western IOU
Following a TOU rollout, this utility faced a surge in high-bill call volume — CSRs were overwhelmed and first-contact resolution was falling. They needed a way to explain bill changes at the appliance level and deflect calls before they came in.
50%+
Reduction in high-bill call volume — without adding headcount
“Bidgely gave us visibility we never had: appliance-level insights that transformed how we talk to customers and recruit for programs. We're resolving calls we used to escalate and enrolling customers we used to miss.”
30%
Reduction in average handle time
3.1×
Increase in program enrollment
85%
CSAT on personalized alert programs
25K
CSR calls deflected in one program cycle
Resources
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Partner Webinar
Digitally Transforming CX: The Road to Greater Utility Impact
Utilities are under growing pressure to deliver better customer experiences while addressing persistent challenges like high bill shock, call volume, and rising expectations for digital engagement. For partners, this creates an opportunity to bring utilities solutions that make customer interactions more relevant, actionable, and effective. Bidgely’s comprehensive customer experience solution ... -
Article
NARUC AI for Natural Gas Utilities Primer
Natural gas utilities are under pressure to improve safety, reliability, resilience, affordability, and environmental stewardship while managing aging infrastructure, methane leak risk, and growing volumes of customer and system data. This NARUC primer shows how AI and advanced analytics can help utilities and regulators evaluate practical use cases across infrastructure ... -
Case Study
OUC Water Customer Snapshot
OUC demonstrates how utilities can use personalized water engagement to help customers better understand usage, identify opportunities to conserve, and take action before higher consumption became a higher bill. The approach combines water-use insights, peer comparisons, personalized guidance, and digital self-service to create a more connected customer experience. In 2025, ... -
Case Study
US Water Utility Customer Snapshot-EU Version
A major utility demonstrates how personalised water engagement can help customers better understand usage, identify opportunities to conserve, and take action before higher consumption leads to a higher bill. The approach combines water-use insights, peer comparisons, personalised guidance, and digital self-service to create a more connected customer experience. In 2025, ... -
Industry Analysis
SECCs Exploring Energy Affordability
Energy affordability now affects a broad range of utility customers. In SECC's nationally representative survey of 4,021 U.S. household energy decision-makers, 51% said their electricity bill had increased over the prior year, and nearly one-third said they had struggled to pay it at some point. The research shows that customers ... -
Case Study
How European Energy Retailers Are Winning the Battle Against Churn
Annual churn has reached 24% in some European markets, and replacing a single lost customer costs an estimated €150 to €200. That makes retention a direct margin concern. The question is whether retailers can identify risk early enough to act before a customer leaves. Bidgely analysed data from 2020 through ... -
Podcast
Scaling AI in Utilities: From High Bill Insights to Enterprise-Wide Transformation
A better customer experience was just the beginning. In this episode, Arizona Public Service's (APS) Venkat Nimala and Bidgely's Kartik Murthy explore how an AI solution designed to explain high energy bills evolved into a broader strategy for utility-wide innovation. What started as a customer service initiative has become the ... -
Webinar
DSM Reimagined: How Dominion (DESC) and OG&E Turn Data into Action with Targeted Customer Programs
DSM leaders face a more complex job than ever. Affordability pressures, rising customer expectations, and endless customer scenarios are making traditional DSM approaches harder to manage and less effective. Join Dominion Energy South Carolina (DESC) and OG&E to see how they're building on strong education foundations from HERs and CX ... -
Case Study
NW Natural Gas Customer Snapshot: NW Natural Delivers 197K+ Verified Therm Savings with AI-Powered Gas Intelligence
NW Natural needed a way to deliver measurable energy savings and customer bill relief while maximizing program resources. Using existing monthly gas billing data and Bidgely’s UtilityAI™-powered Home Energy Reports, the utility identified heating usage patterns and uncovered where customers had the greatest savings potential. By separating heating usage from ... -
Solution Brief
Bidgely Water Solution Brief
Bidgely helps water utilities turn AMI data into behind-the-meter water intelligence that improves customer experience, reduces service costs, reduces water loss, and supports conservation goals. Using AI-powered disaggregation, UtilityAI™ for Water identifies water use by category, including irrigation, showers and baths, toilets and flushes, washing appliances, pools, and always-on leakage, ...