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.
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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Demo
Empowering Customer Experience and CSRs with GenAI: Energy Assistant Demo
See how GenAI-powered, appliance-level insights help customers understand high bills while enabling CSRs to resolve inquiries faster, with greater accuracy and consistency. -
Case Study
A Southeast U.S. IOU Modernizes CX and DSM Programs With Bidgely
A Southeast U.S. IOU modernized its CX and DSM programs with Bidgely in phases: digital CX widgets first to validate customer response, then full HER migration, and now extending the same personalized, appliance-level insights into TOU promotion and coaching on a single platform. Delivered year-one savings. Achieved 124% of the ... -
Case Study
Rocky Mountain Power AI-Powered HER Success
The iHER program for non-smart-meter customers achieved 41 GWh of savings and delivered 25% lower costs compared to conventional reports. -
Case Study
AI Bill Drives Customer Satisfaction & Retention
Sorgenia launched the "Bollette Smart" experience to provide clear bill insights and proactive advice that improved customer sentiment. -
Case Study
Nova Scotia Power Boosts Grid with AI
See how to leverage Bidgely's AI for advanced grid and load management to predict demand and ensure reliability. -
Case Study
APS Turns High-Bill Calls Into Trust-Building Moments. Calls Using HBA Increase CX Scores by 7%.
High-bill calls are where customer trust is won or lost. Arizona Public Service (APS) embedded Bidgely's High Bill Analyzer into its call center workflows to give advisors exact, appliance-level answers for every bill spike. The payoff: a 7% CX lift on calls using HBA, an 82% advisor experience score (4.1 ... -
Video
Transforming TOU Adoption
When utilities introduce time-of-use (TOU) rates, customers are often grouped into two categories: those who will naturally save under the new rate and those who will struggle to benefit. In this video, Bidgely Chief Product Officer Ted Nielsen explains how appliance-level energy disaggregation reveals a critical third group - customers ... -
Webinar
PacifiCorp and Avista’s AI-Powered Blueprint for Advancing Affordability
Affordability challenges touch every part of the utility, from the customer to the grid. Programs exist, but identifying the right customers and connecting them to the right solutions at the right time remains difficult. Disparate data, limited visibility into behind-the-meter usage, and one-size-fits-all outreach often result in missed opportunities to ... -
Video
How APS is Using Data to Boost Customer Satisfaction and Savings
High-bill calls are the moments customer trust is won or lost. APS, one of the largest utilities in the Southwest, rebuilt that moment with Bidgely's High Bill Analyzer. In this short interview, Brenda Carter, Manager of Customer Resolution, Training and Compliance at APS, walks through how her team moved beyond ... -
Video
The Energy Advisor Pivot: Succeeding in the age of Volatility, with AI (copy)
In this keynote, Nipun Jain explores how utilities can overcome the "Triple Squeeze" of hyper-volatility and new DER loads by pivoting toward an AI-driven advisor model. By transforming raw smart meter data into actionable intelligence, utilities can solve the paradox of green abundance where consumers often pay more despite negative ...