Avangrid Launches AI Energy Assistant to Enhance Customer Satisfaction and Experience

Rhea-AI Summary

Avangrid (NYSE: AGR) has introduced a pilot AI energy assistant named Ava to enhance customer service for its New York subsidiaries, NYSEG and RG&E. This initiative aims to improve customer satisfaction by providing quick responses to common inquiries, such as bill balance and payment arrangements, thereby reducing call center wait times. Ava will expand to Avangrid's subsidiaries in Maine and Connecticut later this year. The program is part of Avangrid's broader digital transformation strategy, which has already seen increased eBill participation and high ratings for mobile apps. The next phase will involve Ava addressing more complex customer queries.

Positive

• Introduction of AI energy assistant Ava to improve customer service.
• Ava initially available for NYSEG and RG&E customers, with plans to expand to Maine and Connecticut.
• Focus on reducing call center wait times by addressing common customer inquiries.
• Part of a broader digital transformation strategy.
• Increased eBill participation to 1.28 million customers.
• Highly rated mobile apps.

Negative

• initial roll-out to only New York subsidiaries.
• Ava currently handles only basic inquiries; more complex question handling is in future phases.

Insights

Tech Expert

The introduction of Ava, an AI energy assistant, suggests that Avangrid is investing heavily in digital transformation to boost customer satisfaction. From a technological standpoint, leveraging AI to handle common customer inquiries can significantly reduce the load on human-operated call centers. This not only improves efficiency but also enhances the customer experience by providing faster responses for routine questions.

However, the success of this initiative will largely depend on the accuracy and reliability of Ava's responses. If Ava can effectively handle a wide range of queries without escalating to human agents, it will mark a significant leap in customer service capabilities. Conversely, if the AI fails to meet customer expectations, it could result in frustration and potentially harm the company’s reputation.

In addition, the phased rollout indicates a cautious and measured approach, ensuring that any issues can be addressed before wider implementation. Overall, this move aligns with industry trends where companies are increasingly adopting AI-based solutions to enhance operational efficiency and customer engagement.

Market Research Analyst

From a market research perspective, Avangrid's launch of Ava signifies an effort to adapt to the evolving digital landscape and meet customer expectations for more accessible and immediate service options. The mention of increased participation in their eBill program and positive feedback on their mobile apps indicates that their customer base is already inclined towards digital solutions.

The rollout of Ava could also position Avangrid as a pioneer among utility companies in adopting AI for customer service, potentially giving them a competitive edge. The fact that this initiative is in the pilot stage further indicates that Avangrid is testing the waters and may adapt their approach based on customer feedback and performance metrics.

However, customer satisfaction and experience metrics will be critical in determining the long-term success of this initiative. If Ava can deliver tangible improvements in these areas, it could lead to higher customer retention and potentially attract new customers who prefer digitally advanced service providers.

Now available for customers of Avangrid’s New York subsidiaries, NYSEG and RG&E

Feature will roll out in Maine and Connecticut later this year

ORANGE, Conn.--(BUSINESS WIRE)-- Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today that it has launched an artificial intelligence (AI) pilot aimed at enhancing customer service at its utility subsidiaries. Ava, an AI energy assistant, is now available for customers of Avangrid’s New York subsidiaries, New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E). The company plans to roll out this new feature at its subsidiaries in Maine (Central Maine Power) and Connecticut (United Illuminating) as well later this year.

“We work every day to provide our customers with exceptional service,” said Pedro Azagra, Avangrid CEO. “As communications become more digitized, we’ve expanded how our customers can interact with us by putting a greater emphasis on digital tools. With the evolving customer service landscape, this energy assistant serves as an additional offering to serve their needs.”

The pilot project is part of Avangrid’s commitment to provide cutting edge technology to increase customer satisfaction and experience. To start, Ava will be focused on answering commonly asked questions for inquiries surrounding bill balance, bill delays, payment arrangement or budget billing, meter reading, understanding your bill, the service start or end process, power outage support, and MyAccount assistance. The goal is to provide customers with an avenue to receive quick answers while also decreasing wait times for the company’s call center for customers with more complex questions or situations.

“Over the last two years, we’ve been focused on increasing our digital offerings for customers because we know that’s a service today’s customers expect,” said Craig Paterson, senior director of customer experience and digital transformation at Avangrid. “I’m very proud of work we’ve done so far—we’ve increased participation in our eBill program to 1.28 million customers, we’ve introduced a new mobile-digital payments interface, and we’re receiving top reviews on our mobile apps. This energy assistant is the next frontier to drive customer satisfaction. As this pilot continues, the next phase will be evolving Ava to answer our customers’ more complex questions.”

NYSEG and RG&E customers can find Ava on their respective company’s website homepage in the bottom right-hand corner. Once customers click the green speech bubble icon, Ava will automatically ask how it can help.

About Avangrid: Avangrid, Inc. (NYSE: AGR) aspires to be the leading sustainable energy company in the United States. Headquartered in Orange, CT with approximately $45 billion in assets and operations in 24 U.S. states, Avangrid has two primary lines of business: networks and renewables. Through its networks business, Avangrid owns and operates eight electric and natural gas utilities, serving more than 3.3 million customers in New York and New England. Through its renewables business, Avangrid owns and operates a portfolio of renewable energy generation facilities across the United States. Avangrid employs approximately 8,000 people and has been recognized by JUST Capital as one of the JUST 100 companies – a ranking of America’s best corporate citizens – in 2024 for the fourth consecutive year. In 2024, Avangrid ranked first among utilities and 12 overall. The company supports the U.N.’s Sustainable Development Goals and was named among the World’s Most Ethical Companies in 2024 for the sixth consecutive year by the Ethisphere Institute. Avangrid is a member of the group of companies controlled by Iberdrola, S.A. For more information, visit www.avangrid.com.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240618660422/en/

Sarah Warren

sarah.warren@avangrid.com

585-794-9253

Source: AVANGRID, Inc.

FAQ

What is Avangrid's new AI energy assistant?

Avangrid has launched an AI energy assistant named Ava to enhance customer service for its New York subsidiaries, NYSEG and RG&E.

When will Avangrid's AI energy assistant be available in Maine and Connecticut?

Ava is expected to roll out to Avangrid's subsidiaries in Maine and Connecticut later this year.

How does Avangrid's AI energy assistant Ava enhance customer service?

Ava helps by answering common inquiries, reducing call center wait times, and improving overall customer satisfaction.

What types of inquiries can Ava handle?

Ava can address questions about bill balance, payment arrangements, meter reading, power outages, and more.

How can NYSEG and RG&E customers access Ava?

Customers can find Ava on the homepage of their respective company’s website by clicking the green speech bubble icon in the bottom right-hand corner.