Five specialized UtilityAI™ agents close the trust, knowledge and affordability gap between utilities and the households they serve, at scale, for the first time in energy industry
LOS ALTOS, Calif.--(BUSINESS WIRE)--Bidgely, the pioneer of AI-powered energy intelligence, has announced the launch of Agentic CX, the industry’s first agentic AI customer experience suite purpose-built for energy providers to close the growing trust, knowledge and affordability gap between utilities and the customers they serve.
Trained on more than a decade of behind-the-meter data, five specialized UtilityAI™ agents power Bidgely’s Agentic CX to deliver instant, appliance-level answers across chat, interactive voice response (IVR) and customer service representatives (CSR). By replacing legacy estimates with data-driven insights, Agentic CX converts every customer touchpoint into powerful opportunities to strengthen trust and lower costs.
This launch comes as utilities face mounting operational pressures, including an inundation of high-bill customer calls to call centers, rising cost-to-serve and tightening regulatory mandates. Unlike standard CX offerings that layer generic chatbots over disconnected usage data, Bidgely’s Agentic CX is grounded in patented, appliance-level insights to explain the exact usage drivers behind a bill spike, identify savings opportunities and recommend rate plans tailored to each individual household.
“Every question a customer asks is personal because they want to know why their bill changed and what they can do to manage it, so every answer should be personal as well,” said Abhay Gupta, CEO of Bidgely. “Our agentic approach enables utilities to move past superficial interactions and deliver the single most important missing piece of the story, which is real appliance-level insights.”
Prevent, Contain and Accelerate
Bidgely’s Agentic CX natively integrates with existing Contact Center as a Service (CCaaS) and enterprise AI platforms without requiring an infrastructure overhaul and meets the industry's strict security, data privacy and governance requirements.
Built on the belief that the best customer experience is the one that never needs an escalation, each of the suite's three channels plays a distinct role in guiding the customer journey:
- Prevent: Agentic CX Chat – An energy assistant, fully compatible with ChatGPT, that explains the "why" behind a bill before the question ever reaches the call center. Grounded in household-specific appliance data and UtilityAI agent calculations rather than canned responses, it answers complex rate and program questions based on the customer’s current enrollments to boost CSAT while significantly reducing call escalations to live representatives.
- Contain: Agentic CX IVR – A conversational voice experience integrated into existing IVR platforms, such as NICE, Genesys, AWS Connect and Poly.ai, that replaces traditional routing trees with natural dialog. Customers can ask questions in plain language and receive complete resolution directly within the channel they called without menu navigation or keyword prompts.
- Accelerate: Agentic CX CSR – A real-time co-pilot that turns every representative into the utility's best representative. The moment a call connects, it surfaces the root-cause usage drivers of a high bill, runs automated rate plan analysis and hands the agent an actionable answer — elevating both day-one hires and seasoned veterans into experts.
Five Agents, One Decade of Proof
At the foundation of Agentic CX are five purpose-built AI agents that for the last 10+ years have helped utilities achieve real-world results like more than 50 percent reduction in high-bill calls and a ~30 percent decrease in average call handle time. A 15 percent+ reduction in CSR churn and 80–85 percent+ CSAT scores with 2+ quartile lifts in JD Power ratings were also achieved where Bidgely was deployed. Across digital touchpoints, utilities have achieved over 20 percent web engagement, well above the industry average of 8–12 percent. Agents include:
- High Bill Analyzer: pinpoints exactly why a bill spiked, down to the appliances and habits driving it.
- Home Energy Audit: reinvents online home energy audits with deep personalization that spans across three pillars: energy efficiency insights, rate alignment and capital investment guidance.
- What-If Solar: calculates a customer’s realistic solar payoffs grounded in actual historic usage patterns before they even contact an installer.
- What-If EV: advises customers on the bill impact of electric vehicles and other distributed energy resources (DERs).
- Best Rate: evaluates and identifies the rate structure that saves each individual household the most and explains why in clear, accessible language.
To learn more about Bidgely’s new Agentic CX solutions, visit: bidgely.com/agentic-cx.
About Bidgely
Bidgely is the pioneer of AI-powered energy intelligence, transforming raw meter data into high-definition insights for global utilities. Serving over 50 million homes, the company’s UtilityAI™ Platform leverages 19+ foundational patents to optimize grid visibility, call center operations and personalized customer engagement. Recognized by Fast Company as a "Top 10 Most Innovative Applied AI" company, Bidgely integrates precision energy analytics with horizontal AI ecosystems like Microsoft Copilot and AWS to modernize the grid with premises-level accuracy. www.bidgely.com | bidgely.com/insights
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