Agentic AI is reshaping what customer service in utilities looks like. Where once operators managed high contact volumes reactively, responding to issues as they arose, the technology now exists to anticipate customer needs, resolve issues autonomously and deliver increasingly personalised engagement.
The pressure to move in this direction is substantial. Regulators are raising the standards expected of operators, while customers increasingly expect proactive and personalised interaction as the norm. The question is no longer whether to rethink the customer service model, but how to do it effectively, to maximise the potential of agentic AI and deliver exceptional customer service.
This roundtable brings together senior utilities leaders to explore how agentic AI is transforming customer experience, and how to deploy it effectively at scale.
Join to learn about:
- Using AI to shift from reactive resolution to proactive customer engagement
- Augmenting customer-facing teams with AI copilots and intelligent tools
- Overcoming the operational barriers to AI deployment at scale
Discussion points:
- Where are utility companies on the journey from identifying to anticipating customer needs? How can they unlock more personalised insights on the way?
- Defining an AI strategy: which outcomes and business cases should utility companies prioritise? How can teams secure board buy-in during a period of experimentation?
- Enhancing customer support teams: where can AI copilots and agents be used to augment workflows and equip staff to better manage customer queries?
- Overcoming operational challenges: from legacy tech and data orchestration to navigating risk, what are the main obstacles to AI deployment and how can they be removed?
- Humanising the AI bot: how can agents move from database-driven responses to conversations empathetic and relevant?
- How can proactive AI help meet regulatory expectations around affordability, vulnerability, and Priority Services?
Speakers
Gianna Huhn
Head of Innovation Strategy
SSE
Edward de Mas Latrie
Director AI & Agentic
NiCE
Dominic Gregory
Service Design Director Accenture Song
Accenture
Request an invitation
This roundtable is designed for senior figures working across utilities.
Fill in this form if you meet the above criteria and would like to participate in the discussion on 10 June. All invitation requests will be vetted and approved (or declined) by the organiser.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
