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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White Paper
Next Gen Behavioral Energy Efficiency
Bidgely is a strategic partner for modernizing customer experience, DSM, and grid planning with a single intelligence layer. -
Article
EEI Publication: AI's Role in Utilities
Essential reading for executives navigating the energy transition, covering AI, disaggregation, and the future of customer engagement. -
Article
Guidehouse Leaderboard for AI Vendors in DER
Assesses solution providers on grid management, demand side management, and customer-centric use cases, positioning Bidgely as a top contender. -
Article
Customer Experience (CX) Scorecard
Use this scorecard to evaluate the impact of personalization and AI on satisfaction, trust, and program participation. -
White Paper
Grid and Customer Convergence for Transformation
Find out why a shift toward customer-centric data is central to grid planning and business transformation. -
White Paper
Personalized Time-of-Use Rate Recommendation Tool
The tool helps customers compare their current rate with available alternatives, surfacing estimated savings based on historical usage. -
Solution Brief
Next-Gen Home Energy Reports Solution Brief
New HERs use disaggregation to deliver appliance-specific insights, tailored tips, and inclusive messaging that drive meaningful behavioral savings. -
Solution Brief
Gas Utility Solutions with Utility AI Platform
Disaggregates gas usage into end uses like space heating to enable hyper-personalized experiences and better planning across the gas portfolio. -
Solution Brief
Next-Generation Customer Engagement Platform
Showcases a customer experience platform powered by energy intelligence, including appliance-level usage and personalized guidance. -
Solution Brief
Customer Journeys: Connect Energy Value
Transform the utility customer journey by mapping every interaction—from rate education to EV engagement—back to meaningful value for the customer.