We are living in a time when we clearly say that the customer is the king, customer expectation is ascending to new heights, and technological development is taking place at a Frantic pace utility sector positions at cross crossroads. Previously, the Utility sector had a very old-school approach. However, with time, this sector is also embracing the new gen technology, i.e., Artificial Intelligence (AI). This adoption is redefining the Utility sector’s customer interaction and service delivery.
AI in Energy and Utilities market size is anticipated to reach USD 196.63 billion by 2030. It is expanding at a CAGR of 37.3% from 2024 to 2030.
IBM’s global study results demonstrate that 74% of Energy & Utility companies surveyed have implemented or are analyzing using AI in their operations.
AI’s ability and potential are not just limited to automation; it expands its wings in creating a responsive, tailored, and dynamic customer experience. AI is evidenced to be a pioneer in utility companies’ transformation into a customer-centric business.
Current Challenges in the UK Utility Sector
Despite the UK utility sector’s hands-on adoption of new technology, this sector is still subject to testing in terms of Customer service. According to a recent survey, 62% of UK utility customers are dissatisfied with their existing service levels, issues such as the absence of proactive communication, billing errors, and long wait times are still major bones of contention. In such a scenario, AI is proving to be a savior to face these challenges and present innovative ways to boost customer experience.
According to Market research by the Institute of Customer Service data on UK utility companies, in January 2024, the Customer Satisfaction Index scored the Utilities sector at 69.5 out of 100.
AI Innovations Transforming Customer Experience
Personalized Customer Interactions
By analyzing customer’s data from their interactions, usage patterns, and feedback, AI is enabling utility companies to deliver extremely tailored customer service. Bespoke offers, and solutions are offered to customers through AI algorithms. For instance, AI-powered chatbots take care of regular queries, tailored recommendations, and real-time assistance.
Predictive Maintenance and Reliability
By analyzing customer’s data from their interactions, usage patterns, and feedback, AI is enabling utility companies to deliver extremely tailored customer service. Bespoke offers, and solutions are offered to customers through AI algorithms. For instance, AI-powered chatbots take care of regular queries, tailored recommendations, and real-time assistance.
According to PwC AI-driven predictive maintenance can reduce operational costs by up to 30%.
Energy Management and Sustainability
UK’s energy management and sustainability ambitions are also augmented by AI. Energy is efficiently used when supply and demand are well-adjusted in real-time using the AI’s algorithms. Nevertheless, it decreases costs and endorses the UK’s carbon emissions reduction goals.
72% would like to have better self-service and seamless access to consumption details, and 60% prefer to resolve concerns without calling customer support.
According to report by KPMG personalized communication based on AI insights can improve customer satisfaction scores by up to 20%.
AI-powered energy management systems have the potential to achieve a 20% growth in energy efficiency by the year 2035.
Enhanced Billing and Payment Solutions
As mentioned above, billing has constantly been an area where focus is required, and AI is currently making a substantial impact here. AI systems felicitate transparency and accuracy and streamline billing procedures. Irregularities are identified, and errors are prevented via Automated systems. A streamlined, error-free billing system leads to accuracy and a holistic, satisfactory customer experience.
A McKinsey report stated that 25% of customers show readiness to change a service, which could increase significantly if energy providers address cost issues, improve customer awareness, and streamline operations.
The Future Outlook for AI in the UK Utility Sector
73% of utility companies employ intelligent technologies like artificial intelligence to enhance software performance.
As AI technology continues to evolve, its impact on the UK utility sector is set to grow. Future advancements could include:
- AI-Enhanced Virtual Assistants: Contributes to well-balanced Context-sensitive customer communications.
- Advanced Predictive Analytics:Enhances accuracy in energy estimation and consumption management.
- Integration with Smart Home Devices: Making seamless exchanges amongst utilities and customer home systems, boosting expediency and productivity.
Challenges and Considerations
Despite its potential, there are challenges to consider. Data privacy and security remain top concerns, with 35% of businesses in UK citing these as significant barriers to AI adoption. Additionally, 48% stated that there’s a need for continued investment in technology and training to realize AI’s benefits fully.
The below data is based on a survey conducted by Gartner in Q4 of 2023, with 644 respondents from organizations in the U.S., Germany and the U.K.
Final words!
It’s just the start of the prominence of AI’s contribution to the utility sector. With tailored conversation that is proficient and transparent, the customer experience in the UK utility sector is sure to be transformed by AI. With the onset and advancement of technology, it’s a fact that utilities that embrace AI will stay ahead in the race to deliver exceptional customer experience and innovation.
Investing in AI is not just a requirement now; it’s a need of the hour for utility companies as it paves the way to a customer-centric future. Embracing AI can lead to growth, sustainability, and innovation.
Learn how great customer experience (CX) helps UK utility firms gain a competitive edge, boost loyalty, cut churn, & boost brand reputation. Customer Experience as a Competitive Edge in UK Utility Sector
