How Inclusive Chatbots are Driving Innovation in the Utilities Sector

4 mn read

Spurred by a myriad of challenges, the utility sector is moving into a new era of customer experience. Chatbots are a key catalyst for this shift, helping companies achieve a range of benefits, including lower costs and higher customer satisfaction. 

Chatbots for utilities help improve access to services and build trusted connections between businesses and customers. Keep reading the article to learn more about how the utility sector can use AI bots.

How Can the Utilities Sector Use Chatbots?

AI bots are being used by many companies in a variety of industries, including retail, hospitality and healthcare – but what about utility companies? The utility sector is one of the most important industries for a country’s economy, as it provides essential services such as electricity, water and gas supply to citizens.

This sector is under constant pressure to find new ways to improve customer service and reduce costs. One way companies are doing this is through the use of chatbots. There are three main ways that utilities can use bots:

1. Customer Service

Chatbots can help the utility sector improve customer service by providing quick answers to simple questions and solving problems quickly. They can also help with more complex issues like billing, account management and more.

2. Cost Savings

AI bots can effectively reduce costs by automating simple tasks. This can range from answering basic billing or usage questions to solving more complex technical issues such as faulty equipment or incorrect meter readings.

3. Improved Efficiency

AI-driven bots make processes more efficient by handling routine tasks automatically, freeing up staff time for more demanding tasks or other projects. This allows utilities to focus on more important duties and increase productivity.

What Are AI Bots Capable of?

AI bots continue gaining popularity. According to a study by Business Wire, the chatbot market is expected to reach $5,638.64 million by 2023. At the same time, Analytics Insight estimates that the number of bot users will increase to 800 million in over 190 countries to perform various activities such as banking, travel booking, healthcare assistance, etc. 

They are computer programs that use artificial intelligence (AI) to simulate a conversation with humans both in a written and a spoken form. They can answer customer queries, provide additional information, and even process orders and bookings through messaging apps like Facebook Messenger or Slack. By giving customers simple answers to common questions about their accounts, consumption, and billing, bots can take the stress out of managing utilities.

Chatbots use natural language processing (NLP) algorithms to interact with users via voice or text messages, using speech patterns similar to those we use in our daily interactions. This may sound simple, but there are many challenges in developing an effective conversational AI solution.

The Advantages of AI Bots in the Utilities Sector

The advent of chatbots has enabled companies to automate certain processes, thereby reducing costs and increasing productivity. This is why AI bots are a great alternative to manual processes. Here are some of their advantages:

Improve Communication with Consumers

Chatbots can respond in real time, which means customers can get their queries answered quickly without having to wait for hours. What’s more, AI bots can be programmed in multiple languages, allowing them to communicate effectively with people from all over the world. Instead of employing human agents who speak multiple languages, utilities can simply deploy a virtual assistant that then understands any number of languages.

Increase Customer and Employee Satisfaction

Inclusive chatbots can increase customer satisfaction by providing a more personalized experience. With every interaction, they learn more about their customers, so it’s possible to offer a higher level of service over time.

Chatbots also take the burden off you to handle multiple customer queries through automation, allowing your employees to focus on more complex tasks, such as exploring new ways to serve customers or developing new products and services.

Payments & Billing

Today, energy and water customers can receive and pay bills via multilingual and cross-channel chatbots.‍‍ The utility companies can integrate more bots into payment processes, so citizens can pay digitally in a convenient way. They can be used as an alternative payment method for goods or services without customers having to enter their credit card details every time they need to pay bills.

Usage Review

Chatbots can help companies to drive innovation and offer better services, while also improving the customer experience. They are quite effective in getting feedback from customers about their experience with your business. This allows you to find out how your services are performing and what improvements can be made. When utility companies become aware of this need, they can come up with new ways to make the interaction between the company and customers more convenient and useful for both parties.

Scale without costs

With conversational AI, businesses can grow their utility service while saving capital on multilingual contact centers. Traditional customer services do not scale easily and are expensive to run. To keep up with the competition, companies can use bots to deliver great customer service without breaking the bank. They offer a cost-effective solution that can scale quickly and easily to meet the demands of a digital world.

Off-grid support

Inclusive chatbots are a way to make sure that customers who speak underserved languages, including mixed and rare ones, have access to rapid multilingual support. This allows the utility sector to provide quality services to everyone regardless of language, region, gender, financial status, etc.


In the utility sector, chatbots can help customers with billing, service and account management questions. Using AI bots instead of human representatives to answer queries and provide information about services can increase efficiency while simultaneously improving customer satisfaction and reducing costs for their business. So, both utility companies and common citizens will benefit from this integration.

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