Utilities & Energy

AI‑Augmented CX for outage readiness, billing clarity, and customer trust
Why it matters

CX for Utilities
Is Now Mission‑Critical

Customers expect real‑time updates, self‑service, and empathetic help, especially during outages, billing issues, and affordability conversations. Regulators are pressing for better communication, resilience, and data security. Finance and procurement need lower cost‑to‑serve without sacrificing experience.

Atento’s BTO model is based on AI automation with specialized people to modernize service across outage communications, billing & payments, move‑in/move‑out, collections, DER/EV programs, and field service coordination.

CURRENT TRENDS

What’s Changing in Utility CX

Digital CX still lags

Most utilities underperform on web/app UX; nearly one‑third don’t offer a mobile app, leaving satisfaction below other industries.
Source: J.D. Power

Smart grids & AMI raise the bar

Investment in smart grids and smart meters is accelerating, enabling data‑driven service, flexibility, and better outage visibility.
Source: IEA

Storage is scaling fast

Battery storage growth is hitting new records, improving renewable integration and resilience across markets.
Source: BloombergNEF

EVs reshape load—and flexibility

EV adoption is rising; with smart integration, EVs become demand‑side flexibility that supports the grid and CX.
Source: IEA • DOE

Extreme weather drives resilience expectations

Outage hours spiked in 2024; customers and regulators expect stronger grids and clearer communications in events.
Source: EIA

DERs & demand response mature

DR and aggregated DERs are becoming plan‑worthy resources and policy priorities, impacting CX and programs.
Source: FERC • NREL/NARUC

Cybersecurity & compliance tighten

NERC CIP updates expand controls (including low‑impact assets) and scrutiny of vendor access, patches, and cloud risk.
Source: NERC • FERC
Utilities CX in Action

See BTO at Work: AI‑Augmented Service for Utilities

Watch how Atento helps utilities deliver faster support, proactive outage communication, and human‑backed empathy across billing, claims, and DER/EV moments—while reducing cost‑to‑serve.

WHAT WE SOLVE

CX Built for the Realities of Utilities & Energy

We simplify complex journeys and high‑stakes moments across the value chain:

Outage communications

proactive alerts, ETR updates, channel surges, crisis micro‑sites.

Move‑in/move‑out & new connections

self‑serve flows with exception handling.

DER/EV programs

enrollment, installation scheduling, tariff guidance, demand response.

Billing & payments

explanations, flexible arrangements, digital reminders, affordability support.

Claims & disputes

clear steps, transparent status, faster resolutions.

Field service & appointments

AI‑assisted scheduling, prep, and post‑visit follow‑up.

BTO in action: We design, run, and continuously optimize your CX operation: Augmented by AI. Driven by People.

AI in action

AI That Accelerates Resolution and Elevates Service

AI Agent

Automates routine inquiries 24/7 (outage status & ETR, bill explanations, payment options, start/stop service, appointment slots).

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AI Agent Assist

Guides human agents in real time (next‑best action, knowledge snippets, compliance prompts, empathy cues) to boost accuracy and reduce handle time.

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AI Advanced Insights

Transforms conversations and operational signals into action, surfacing outage drivers, billing friction, high‑risk cohorts, and channel gaps to improve performance at scale.

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CASE STUDIES

Discover our success stories    

  • Utilities & Energy

Revitalizing Water Utility Services Through Enhanced Customer Care

A leading water utility service provider, specializing in both sanitary and landfill services, embarked on a transformative journey to upgrade their customer experience to match their high-quality water provision and…
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  • Utilities & Energy

Earning the Customer Operation Performance Center Certification for Repsol

This certification is a benchmark for outstanding CX and Operations Excellence.
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  • Utilities & Energy

A Process Consultancy Triumph

An ambitious utility client sought to revolutionize their operational processes to reach new heights of efficiency and customer satisfaction.
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  • Customer Engagement  - 
  • Utilities & Energy

Service Automation

This project earned public recognition (Cliente S/A 2019 award, Smart Customer 2019 award), improved service, and built the loyalty of the power utility’s customers. The use of virtual services was…
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  • Intelligent Automation  - 
  • Utilities & Energy

Resolutive Chatbot for The Electric Energy Sector

Chatbot increases service volume ten-fold.
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Let’s Build a More Resilient Utility Experience

From outage readiness to billing clarity and DER/EV programs, we help you create connected experiences that improve performance, compliance, and customer trust.
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