Utilities AI: Confidence when an essential service is at stake
ASAPP's Customer Experience Platform (CXP) is the agentic CX platform for utilities: AI that delivers end-to-end customer service resolutions, inside the guardrails you control.
An outage in a heat wave, a bill that doubled, a payment they can't make this month. CXP understands the situation, applies your policies, consults an expert only when judgment matters, and sees the resolution through.
Give customers fast, clear support across every channel, even when a outage sends volume surging.
Resolve more interactions with AI while keeping your teams in control through guardrails, permissions, monitoring, and human oversight.
The service is essential. So is the answer.
Customers rarely think about their utility while the lights are on and the bill looks right. They call when something's off: the power out in a storm, a bill twice what it was, a payment they can't cover this month. And because the service is essential, the answer can't wait.
Customers can't always choose their utility, but they decide whether to trust it. How the outage and the high bill are handled decides how every rate change and program lands.
Heat waves, ice storms, and outages flood every channel at once, from people who can't wait. Absorb the surge at scale, so peak events don't require peak headcount.
Payment arrangements, hardship determinations, and exceptions follow your policies, run inside permissions you set, and leave an audit record that stands up to regulatory review.
Give your team control over how AI acts
Bring agentic AI into essential customer service without giving up the systems, policies, or human judgment your operation depends on.
Coordinate billing, outage status, meter data, and field service instead of treating each customer request in isolation.
Control what actions can be taken, monitor behavior, and keep a record of decisions and outcomes.
When a decision needs human judgment, CXP consults a specialist and keeps serving the customer. No handoff, no starting over, no lost context.
Put CXP to work: AI use cases for electric, gas, and water utilities
Confirm the outage, share restoration timelines, and keep customers informed before they have to ask.
Explain the bill and the usage behind it, and show what changed and why.
Arrange approved payment options and find the programs they qualify for. When a hardship determination needs human judgment, CXP consults the right expert.
Start, stop, or transfer service, and schedule the connection with every system updated.
Explain what's changing and why, and enroll customers in the rate or program that fits how they use energy.
Works with the platforms your teams already use
CXP connects across the customer service and enterprise systems behind every meter, so your teams can build on the stack already in place.
Prove the value in your operation. Expand across the territory.
Access & mapping
Read-only access to your billing, CRM, and outage systems. Load guardrails and policy tables.
Shadow mode
AI runs on live traffic without acting. Compare its decisions against your agents and set your baseline.
First live workflow
Launch one workflow with a low autonomy ceiling and human approval on exceptions.
Full production
Broaden workflows and permissions based on the audit record and measured results.
What if every customer request could be resolved end to end?
ASAPP’s Customer Experience Platform handles outages, billing inquiries, payment plans, service transfers and enrollments autonomously—within the guardrails you set.
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