Conversational AI in Utilities-Customer Engagement

Abstract

The Energy and Utilities sector is shifting from operationally focused to customer-centric practices, driven by stakeholders and competitive pressures. Conversational AI, powered by natural language processing and machine learning, is revolutionizing customer interactions through AI chatbots and messaging, meeting the expectations of a digital-first audience. With over 3 billion global messaging users and 51% of consumers preferring instant service via bots, utilities have opportunities to enhance customer experience, create revenue streams, and reduce costs. Challenges remain in integrating AI with legacy systems.

Advance Modal Components
Explore Next-Gen Customer Engagement in Utilities
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Key Takeaways

  • Opportunities for conversational AI to transform customer service
  • Key drivers for an organization to implement conversational AI
  • Critical challenges in scaling up initiatives
  • Deployment and use cases to realize true benefits
About the Author
Sailesh Das
Principal Consultant - Energy & Utilities Practice, Tech Mahindra

With over 20 years of experience in the ITES business across various capacities, possessing rich domain expertise in the energy and utilities vertical globally. Spearheading end-to-end digital and industry-leading transformation solutions within the E&U vertical and horizontal business lines for TechM. He is a certified LEAN and Six Sigma practitioner and holds a PGDMM grade

Bonnie Landaverdy
Director of Partner Sales, LivePerson

Bonnie Landaverdy is a strategic partnerships leader with over a decade of experience spanning sales, customer success, and partner enablement. She plays a key role in accelerating growth through technology alliances and partner-led programs. With a strong background in SaaS and conversational AI, Bonnie has helped global organizations build scalable, outcome-driven ecosystems that enhance customer engagement and operational efficiency.