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Energy Industry Innovation Award

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SmartBX

Modernizing Utility Business Operations 
with AI

Powered by AI and Blockchain

SmartBX

The SmartBXTM Advantage

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Reduced Query Resolution Time

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Reduced Cost to Serve

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Elevated Customer Experience

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Reduced Query Resolution Time

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Improved Communication

Utility

Elevating Utility Experience with Pre-Integrated Vertical Solutions

AI Business Experience (BX) Platform

A unified Business Experience platform for Energy & Utilities, connecting customers, agents, and field teams to drive smarter engagement, efficiency, and business value.

Building The New Age Utility Business with
AI Platform

  • Connected and Unified Experiences

    Modern utilities must break silos and reduce manual work through connected customer, agent, and workforce experiences.

  • Future-Proofing the Industry

    Our platform prepares utilities for a connected future with real-time analytics and seamless integration across DERs, EVs, and beyond.

  • Operational and Analytics Excellence

    Our pre-integrated platform delivers personalized, cross-channel experiences and uses AI-driven analytics to optimize journeys and decisions.

  • Environment and Sustainability

    Our AI-driven platform helps utilities advance sustainability, meet ESG targets, and make informed environmental decisions.

Utility Customer
CUSTOMER 360

Revolutionizing Customer and Agent Engagement with AI

Transform customer service with a unified 360° customer view—spanning communications, usage, billing, and service history—empowering agents to deliver proactive, personalized support.

  • Equip agents with a 360° customer view and AI insights
  • Deliver personalized recommendations to build relationships
  • Enable proactive service to boost customer loyalty
  • Foster agent collaboration through shared insights
  • Capture and act on customer feedback
SMART CUSTOMER RELATIONSHIP

Reimagining Utility-Customer Relationship Management

Drive customer loyalty with multi-channel support connecting customers, agents, and field teams through AI insights and real-time data.

  • Insight-rich dashboards to track performance and impact
  • Maximize data value with performance analytics
  • Proactive, personalized support powered by real-time data
  • Seamless case management connecting agents, field teams, and customers
  • Centralized customer data for a complete 360° view
Utility Customer
BX Utility Customer
BUSINESS INSIGHTS

Data-Driven Decision Making Powered by AI and ML

AI/ML-powered insights and reporting to track performance, optimize customer care ROI, and drive growth—fully integrated with utility systems.

  • AI-powered dashboards for deep customer insights
  • Actionable insights across usage, service, revenue, operations
  • Predictive and prescriptive analytics to anticipate needs
  • Trend-driven optimization to improve efficiency and service
  • Seamless integration with utility and third-party systems
MULTICHANNEL INTEGRATION

Unified Customer Engagement and Operational Excellence

SmartBX integrates across channels to unify customer insights and deliver personalized experiences that drive engagement.

  • Drive personalized cross-channel engagement
  • Promote sustainability through smart programs
  • Enable proactive, multichannel communication
  • Use AI chatbots to streamline first-line support
  • Simplify billing, payments, and revenue with analytics
BX Multichhanel Customer
BX Customer Experience
CUSTOMER OUTREACH

Superior Customer Engagement with AI

Enable real-time, personalized engagement that deepens customer relationships and supports sustainable choices.

  • Segment customers and map journeys for targeted campaigns
  • Launch automated campaigns across digital channels
  • Send proactive alerts for maintenance, outages, and offers
  • Provide 24/7 support with AI-powered chatbots
  • Use customer insights to drive behavior-based engagement

Building the AI Powered Intelligent and Connected Energy Ecosystem

BX AI Powered

FAQs

A business experience platform in utilities is a digital ecosystem designed to enhance customer engagement, operational efficiency, and service delivery. It integrates tools for managing customer interactions, data analytics for usage patterns, smart grid management, resource allocation, and personalized communication, aiming to provide a seamless and connected experience for both utility providers and their customers.

Utilities need a business experience platform to enhance customer satisfaction, streamline operations, and manage the evolving energy and water landscape. This platform integrates and analyzes data from various sources, enabling efficient management, predictive maintenance, and personalized customer engagement. It supports utilities in handling renewable energy shifts, regulatory compliance, and resource optimization, ensuring connected and secure experiences.

The Business Experience platform empowers agents with a holistic 360-degree view of the customer, encompassing their user journey and touchpoints. This includes recent communications, ongoing cases, meter readings, billing history, switching requests, and more. With seamless navigation across communication channels and real-time data utilization, customer service representatives and agents are enabled to orchestrate personalized interactions and anticipate customer needs, fostering a collaborative environment for delivering exceptional service.