When it comes to utility companies communicating with their customers, personalisation is key – and at Advizzo, it’s at the heart of everything we do. We’re currently exploring how Generative AI (Gen AI) can further enhance our customer engagement solutions for water and energy companies and we’re excited about the possibilities ahead.
Gen AI can bring a new level of precision to communications, making interactions even more targeted and personal. With our extensive experience in leveraging data and combining it with behavioural science techniques, we’ve already seen the power of strategies like social norms messaging and nudging techniques. These approaches have transformed the way we engage utility customers – and with Gen AI, the possibilities are even greater.
However, as we look ahead, one thing is clear: for utility companies to take full advantage of Gen AI’s potential, they need to be prepared. This means improving customer engagement now, gathering better-quality data, and ensuring robust insights into individual customer behaviour. After all, when it comes to Gen AI, data quality isn’t just important – it’s everything.
What is Gen AI?
Generative AI (Gen AI) refers to artificial intelligence models capable of generating new content, such as text, images, or other data – based on the patterns learned from existing data. These models can produce human-like responses or outputs, enabling applications like personalised communication, creative content generation, and data analysis.
Why is personalisation key?
In today’s digital world, customers expect the same level of personalisation from utilities that they receive from industries like retail or banking. Generic, one-size-fits-all messages no longer resonate. Personalised communication not only demonstrates that a company values its customers, but it also fosters a stronger sense of connection and trust.
Tailored messages are more relevant and more likely to engage customers. That’s because personalisation ensures customers see the value in the communication, leading to higher response rates and compliance. For instance:
- Providing energy-saving tips relevant to a customer’s high-energy appliances.
- Encouraging the adoption of smart meters with examples of how it has helped similar households.
The success of personalised communication lies in its ability to connect with customers on an individual level. People are far more inclined to act on advice that reflects their unique behaviours, needs, and lifestyles. Personalised messages make communications immediately relevant, helping customers understand the direct impact of their actions on their consumption and bills. This connection drives engagement and fosters a greater willingness to adopt conservation measures.
You can read more about the importance of personalised communications in our blog ‘Personalised Saving Insights: The Power of Tailored Customer Engagement in Driving Water and Energy Efficiency’.
The opportunities Gen AI presents
At Advizzo, we’re already delivering a user-led customer experience for utility companies by combining multiple data sources, like metering data, tariff, open-source data, and customers’ own inputs. With this data, we create tailored communications that help customers reduce their consumption, optimise their bills, and lower their environmental impact.
Using historical consumption data and disaggregated usage insights, we personalise tips that drive sustainable behaviour change. Features like our neighbour comparison widget have proven to be highly effective in encouraging customers to adopt greener habits.
Our personalised surveys, with completion rates as high as 90%, gather additional customer insights. These insights allow us to run more precise campaigns and achieve greater engagement and impact. Through our communications campaign tool, utilities can:
- Reach a broader customer base.
- Drive higher engagement.
- Foster trust and loyalty.
- Reduce churn.
- Differentiate themselves in the competitive utility space.
Utility companies already leveraging Advizzo’s tools and collecting quality data are perfectly positioned to embrace Gen AI and outpace their competition.
Why act now?
True analytics-driven personalisation for utility customers requires specific fundamentals and technology, including:
- A deep understanding of each customer’s energy usage.
- Seamless integration of internal and third-party data sources.
- The ability to deliver consistent, actionable recommendations through each customer’s preferred channel.
Don’t get left behind
The time to act is now. Start working with us today to get your customers on board and engaged. Together, we’ll capture the quality data you need to become an early adopter of Gen AI, helping your business thrive in the increasingly pressurized utility landscape. Get in touch, we’d love to hear from you!
Suggested further reading:
Blog: Why a user led experience is key for sustainable growth.