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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Webinar
Two Sides to Every Meter: Engaging Customers to Build a Flexible Grid for the Future
In this Utility Dive webinar, Bidgely Strategy & Growth Lead Pauline Marcou and Senior Manager of Strategy & Growth, Behavioral, Hannah Courtney discussed how utilities can align value on both sides of the meter through customer engagement. Today’s customers are pivotal players in the generation and smart use of electricity. ... -
Webinar
Turn AMI Data into Personalized, High-Impact Campaigns
Transform AMI readings into actionable insights to create the right messages for the right customers at the right time. -
Webinar
Empowering Utilities with GenAI: A Guide to Enhanced CX and Grid Management
See how leading utilities are applying Generative AI to real operational workflows across customer experience and grid management. In this on-demand session, Shriram Ramanathan, Chief of Staff and AI Evangelist at Bidgely, demonstrates how Bidgely’s GenAI-powered UtilityAI platform turns real-time data and predictive insights into tools that frontline teams and ... -
Webinar
Boost TOU Rate Adoption: Identify, Engage, and Coach Customers for Optimal Load Shifting and Savings
This virtual roundtable explored how Bidgely's AI-enabled technology empowered utilities to excel with Time of Use (TOU) Rate programs. This session explored the critical challenges utilities faced in promoting TOU rates, achieving effective load shifting, and identifying the best candidates for these programs. Bidgely's innovative solutions addressed these issues by ... -
Webinar
Building the Grid of the Future Through UtilityAI™ Insights
The webinar explored how Bidgely’s AI transforms household-level energy data into actionable insights to support reliable, resilient grid planning. Maria Kretzing emphasized integrated grid planning and the value of sourcing data from smart meters, SCADA, and behind-the-meter devices. Key topics included EV load shapes, system demand profiling, and non-wires alternatives. ... -
Webinar
Earth Week in Focus: Energy Customers are Key to the Energy Transition
This webinar explored how Bidgely’s AI transforms appliance-level energy data into insights that support grid planning. It covered data sourcing, integration across utility teams, and strategies like assessing EV load shapes and non-wires alternatives. The session closed with a Q&A on implementation and ROI. -
Webinar
From High Bill Calls to High-Value Conversations: How Utilities Elevate Member Experience with Analytics
Listen as Ryan Davies from Central Electric Cooperative and Glenn Hollandsworth from Middle Tennessee Electric join Bidgely’s Nathan Roberson to discuss how behind-the-meter intelligence and appliance-level insights transform high-bill inquiries into opportunities for personalized connection, operational efficiency, and long-term customer loyalty. -
Webinar
CX-Plus in Action: How TEP Is Powering the Next Evolution of Customer Experience
In this webinar featured Tucson Electric Power’s Lori Boyer and Bidgely’s Hannah Courtney, who shared a practical look at moving from traditional, static CX to CX-Plus — a dynamic, AI-powered engagement model delivering measurable results. The session showed how affordability, personalization, and appliance-level intelligence reduced bill shock and elevated customer ... -
Demo
Resolve High-Bill Calls With IVR-Ready Energy Intelligence
This demo shows an automated support workflow that goes beyond basic bill comparison. The assistant uses weather, usage, historical patterns, and appliance-level signals to explain a high bill, identify unusual cooling behavior, recommend next steps, and route the customer to the right program or service path. -
Podcast
How Data and AI Are Transforming Customer Engagement
PSEG Long Island's Lou DeBrino and Bidgely's Ted Nielsen join EEI's Electric Perspectives to explore how utilities are turning smart meter data into actionable customer insights. Learn how AI-powered appliance intelligence helps utilities explain bills more clearly, deliver personalized energy guidance, support time-of-day rates, and equip customer service teams with ...