Avangrid Launches AI Energy Assistant to Enhance Customer Satisfaction and Experience
2024年6月18日 - 10:30PM
ビジネスワイヤ(英語)
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
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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240618660422/en/
Sarah Warren sarah.warren@avangrid.com 585-794-9253
Avangrid (NYSE:AGR)
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