Utilities
AI automation agency for utilities
We build AI automation for utilities, including electric, gas and water utilities, cooperatives and municipal systems, where field work, customer communications and meter data all run through overstretched back offices. Work orders, outage updates, meter data exceptions and regulatory reporting get connected to your existing CIS, work management and GIS systems, with careful boundaries around NERC CIP and operational technology.
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Quick answer
How can AI automation help a utility company?
AI automation helps utilities by drafting outage updates from OMS data, triaging AMI meter data exceptions, turning customer and field requests into work orders, and preparing high bill investigations from CIS usage history. It runs on the corporate IT side, away from NERC CIP control systems, and people approve customer-facing messages and billing changes.
- Outage updates are drafted once from OMS data and adapted for every channel
- Meter data exceptions get a suggested cause and a recommended field check or estimate
- Automation stays on corporate IT, away from SCADA, EMS and BES Cyber Systems
- Cooperatives and municipal utilities on NISC or Tyler can start with one workflow
01
Where utility teams lose time
Utilities run on several large systems that were rarely designed to work together. Customer service, field operations, metering and engineering each have their own platform, and people fill the gaps with spreadsheets, email and re-keying.
These are the workflows that come up most often in our reviews:
- Service orders and work orders created by hand from customer calls, emails and field reports
- Outage updates written separately for the website, text alerts, social media and the call center
- Meter data exceptions from AMI, such as missing reads, zero consumption or suspected tampering, worked one by one
- High bill complaints that require pulling usage history, rates and field notes into a single answer
- GIS updates waiting on as-built drawings and completed work order data
- Rate case, reliability and public utility commission reports assembled from several exports
02
What we automate for electric, gas and water utilities
In customer operations, we automate service order intake, move-in and move-out requests, payment arrangement follow-up and high bill investigations. An AI step reads the request, pulls account and usage data from the CIS and drafts the order or reply for a representative to confirm.
In field and asset operations, we automate work order creation and closeout, as-built and GIS update queues, and meter data exception triage. For water utilities that includes leak and continuous flow alerts. For gas utilities it includes leak survey and locate ticket follow-up. Reporting ties this together with reliability, backlog and customer service dashboards.
WHAT WE BUILD
What we automate for utilities
Typical automations, each scoped and quoted at a fixed price after a free review.
Outage update drafting
Outage events from the OMS are turned into draft website, text, social and call center updates for a communications lead to approve.
Meter data exception triage
AMI exceptions such as missing reads or zero usage are reviewed, given a likely cause and routed for a field check or estimate.
Work order intake
Customer and field requests from calls, email and forms become service orders or work orders in the CIS or Maximo with location attached.
High bill investigation prep
Usage history, weather, rate changes and field notes are pulled into one summary so a representative can answer the complaint quickly.
GIS and as-built updates
Completed work orders and as-built documents are checked and queued as GIS edits for the mapping team in ArcGIS.
Customer service agent
An AI agent answers billing, rate and service request questions from your knowledge base and hands complex cases to a representative.
Reliability and regulatory reporting
Outage, work order and customer data are refreshed into Power BI for reliability indices, backlog and commission reports.
03
AI agents for outage communications and customer service
During an outage, an AI agent can take event data from your outage management system, such as affected area, customer counts and estimated restoration times, and draft consistent updates for the website, text alerts, social posts and call center scripts. A communications lead approves before anything is published, and texts go only to customers who have given consent under TCPA rules.
Agents also help representatives on the phone and in chat by answering questions about bills, rates and service requests from your own knowledge base and the customer's account data. For meter data, an agent can review exceptions, suggest a likely cause and recommend a field check or an estimate, which the billing analyst accepts or changes.
04
Utility software we connect
Larger utilities often run Oracle Customer Care and Billing or SAP S/4HANA Utilities for customer and billing data, IBM Maximo or SAP Plant Maintenance for work management, and Esri ArcGIS for network data. Outage management may sit in Oracle Utilities Network Management System or a GE Vernova platform. Meter data comes from Itron or Landis+Gyr head-end systems and a meter data management system.
Cooperatives and municipal utilities often use NISC or Tyler Technologies for billing. Around these we connect ServiceNow, Microsoft 365, AVEVA PI where process data is needed, and Power BI for reporting. Integrations use supported APIs or exports, with SSO, role-based access and audit trails, and go through your vendor security review.
05
NERC CIP, OT boundaries and customer data
For electric utilities with bulk electric system assets, NERC CIP standards govern BES Cyber Systems and their electronic security perimeters. Our automation stays on the corporate IT side. We do not connect to SCADA, EMS or control networks, and we work from reporting copies of data that your security team has already approved for business use.
Customer data is also sensitive, and many states have their own privacy rules for utility customer information. We use enterprise AI services in your own tenant that do not train on your data, document every data flow, and let your compliance team review the design. This is our approach, not legal or compliance advice.
06
How a utility automation project works
We start with a free review with the people who own the process, such as a customer service manager, a meter services supervisor or an operations director. We look at real queues, reports and screens, confirm what your systems expose, and identify the IT and security steps involved. You then get a fixed-price scope.
Delivery is staged. The first workflow, often meter data exceptions or work order intake, runs alongside the manual process until your team trusts the output. Each stage includes documentation for your change management process, and you own the accounts, workflows and code.
07
What utility automation costs
Every project is quoted at a fixed price after the free review. A single workflow, such as outage update drafting or high bill investigation prep, typically takes 2 to 4 weeks. A broader program covering customer operations, field work and reporting typically runs in stages of 6 to 8 weeks.
The main cost drivers are the number of systems involved, integration access and the length of your security review.
TOOLS
Tools we connect
FAQ
AI automation for Utilities questions
How are utilities using AI?
The most practical uses are in customer service, field operations and metering: drafting outage updates, triaging meter data exceptions, creating work orders and answering billing questions. AI prepares the work and people approve it.
Can AI automation work with NERC CIP requirements?
Yes, by keeping automation on the corporate IT side and away from BES Cyber Systems and control networks. We work from data your security team has approved for business use, and your compliance team reviews the design.
Do you integrate with Oracle CC&B, SAP or Maximo?
Yes, using the APIs, integration tools or exports your IT team supports. We confirm environments, access and security requirements during the free review.
Can AI write outage notifications automatically?
AI can draft them from OMS data in a consistent format across channels. We recommend a person approves each update before it goes out, and text alerts go only to customers who have opted in.
Is this suitable for cooperatives and municipal utilities?
Yes. Smaller utilities running NISC, Tyler or similar systems often benefit quickly because a small team covers billing, field work and reporting.
What does utility automation cost?
We provide a fixed quote after a free review. A single workflow typically takes 2 to 4 weeks, and larger programs are delivered in stages of 6 to 8 weeks.
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GET A FREE PROPOSAL
Tell us what you want automated
Describe the process that eats your team's week. We reply within one business day with a first take on what can be automated, which tools fit and roughly what it would cost.
- Free 30-minute automation review
- Fixed quote before any work starts
- You own every workflow, account and line of code