AI in Utilities
Smarter Utility Support. Happier Customers.
Capacity AI powers 24/7 self-service and maximizes live agent efficiency to resolve resolve issues faster and keep customers happier than ever.
Deliver higher quality service while reducing overhead
90%
Call volume deflection
30%
CSAT improvement
66%
Operational savings
Smart virtual agents. Empowered live agents. Exceptional customer experiences.
Always accurate, always on AI-powered self-service
Deliver fast, reliable and accurate support, without the long wait times.
Resolve issues 24/7
AI ensures precise answers, reducing human error and customer frustration.
Deflect routine calls
AI reliably manages routine inquiries, taking them off your agents’ plates.
No stiff scripts or robotic loops
Capacity AI responds like a live agent, always pulling the latest information.
Seamless omnichannel support
Customers can reach out via email, voice, SMS and chat—with AI always keeping context.
Empower your agents with real-time intelligent assistance
Utility AI tools equip your team to deliver faster, smarter and seamless support.
Live AI guidance
Real-time prompts, knowledge and insights boost call quality and service.
Instant, accurate answers
Agents can pull up billing, service and outage info in seconds.
Predict & prepare for demand
AI in utilities forecasts peak periods to ensure the right staffing levels.
Intelligent call routing
When needed, AI routes complex issues to the correct agents with full context.
Customer service at its best, for less
Meet the AI that actually improves customer service while reducing expenses.
Boost CSAT & satisfaction
Lifelike AI support that performs as well as your best agents.
Reduce AHT
Automate repetitive inquiries and updates to resolve issues faster.
Lower cost of service
Handle more support requests without needing more agents.
One AI, endless use cases
Deploy separate AI chatbots for different states, brands and services.
End-to-end support for your customers, all in one tool
Real-time outage updates & reporting
Instantly notify customers with proactive, two-way alerts via SMS, email and voice calls.
Automated payments
PCI-compliant virtual agents handle payments, arrangements and reminders.
AI utility management
Capacity AI helps customers update accounts, reset passwords and manage services.
Troubleshooting support
AI guides customers through solutions and schedules service appointments, without needing live agents.
Success Story
ENMAX Encompass
The cost of a live agent
Minutes eliminated from live agents per year
“Capacity offers a more compelling entry price and better technology than we could have afforded in a premise-based solution…they know their stuff, and have demonstrated agility and flexibility at every turn.”
Wayne Calder
Director, Customer Project and Programs | ENMAX Encompass
Trusted by leading utility providers. Loved by their customers.
Explore Capacity’s premium features
Capacity Answer Engine: Instant answers, zero searching
Find the exact insights you need in seconds—no uploads, silos, or delays.
QA Voice Solutions: AI insights for better service
Monitor and track calls, provide coaching, and support agents with AI prompts.
Analytics: Turn data into intelligent decisions
Track performance, customer interactions, and trends to improve efficiency.
Knowledge Base: Smarter, self-managing knowledge
Manage all your knowledge in a self-updating system for fast, accurate answers.
SMS Solutions: Natural, AI-powered conversations
Connect with customers day or night through automated, two-way text conversations.
IVA Voice Solutions: Lifelike customer service
Cut wait times with virtual agents that handle inquiries instantly and intuitively.
Seamlessly integrates with your utility tech stack, right out of the box
Capacity natively connects with your contact center, help desk, and other utility industry software to understand and enhance your existing workflows with zero disruptions.
Lower costs. Faster resolutions. Happier customers.
Say goodbye to frustrated customers and overwhelmed agents. Upgrade to AI-powered automation that provides instant answers, proactive notifications, and seamless service—at a fraction of the cost.
Frequently asked questions
How can AI reduce call center costs for utilities?
AI deflects routine inquiries like bill payments, service updates and outage reports to reduce call volume and lower operational costs. AI also assists live agents with real-time information, improving efficiency and shortening call handling times.
Can AI handle real-time outage notifications?
Yes, AI-powered automation can instantly send proactive outage alerts via SMS, voice and email. Customers can also report outages through AI chat, ensuring faster service updates and reducing inbound call surges.
How does AI improve billing and payments for utilities?
AI automates bill payments, payment reminders and past-due notifications, ensuring a seamless experience. PCI-compliant virtual agents can securely process payments, reducing the need for live agent assistance.
Can AI assist with account management for utility customers?
Absolutely. AI-powered virtual agents help customers update account details, reset passwords, and manage service requests—reducing wait times and improving self-service adoption.
How does AI help utilities optimize customer support staffing?
AI predicts peak call times using historical data, allowing utilities to plan staffing levels efficiently. It also enables AI-powered self-service, reducing the need for additional agents during high-demand periods.
Can AI-powered voice assistants handle customer inquiries?
Yes, AI voice assistants can answer common customer inquiries, authenticate accounts using biometric voice recognition and route complex cases to live agents to ensure faster, more secure interactions.
How does AI ensure compliance with utility regulations?
AI provides accurate, pre-approved responses to compliance-related inquiries, reducing human error and ensuring customers receive the correct information. It also maintains an auditable record of customer interactions.
What types of integrations does AI support for utilities?
AI seamlessly integrates with CRM, billing systems, customer support platforms and utility contact centers, including platforms like Zendesk, Salesforce, NICE CXone and Microsoft Teams, to ensure smooth workflows.
Can AI help utilities manage customer inquiries across multiple channels?
Yes, AI enables omnichannel support via voice, SMS, chat, and email. It keeps context across channels, ensuring customers get consistent and accurate responses wherever they reach out.
How quickly can AI be implemented for a utility provider?
Implementation timelines vary based on integration needs, but AI for utilities can often be deployed in a few weeks. The system continuously learns and improves to enhance customer experiences over time.
We’re on G2, too. Dig it.
The most secure support automation platform
Capacity keeps your business and customer data 100% safe—no compromises. We are fully compliant with HIPAA, CCPA, FERPA, GDPR, and SOC 2 TYPE II.
