Avangrid is rolling out an artificial intelligence assistant for customer service at its utilities in New York, Maine, and Connecticut.
The AI pilot program is now available at New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) in New York and will be rolling out to Central Maine Power and United Illuminating customers later this year.
“We work every day to provide our customers with exceptional service,” Avangrid CEO Pedro Azagra said. “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 AI assistant, named 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.
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.
