Avangrid has launched an artificial intelligence pilot aimed at enhancing customer service at its utility subsidiaries.
Avangrid’s 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.
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 bills, 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, Avangrid said.
