How AI and Machine Learning Are Helping Utilities Digitize

Consumer-Focused Response 

Consumers are demanding more from their utilities as they seek to reduce usage or add renewables, Brown said. Increased connectivity and analytics can provide the types of actionable information they’re looking for.

“You can monitor consumption patterns, what you spent, when, and where, and you can know it in real time now,” he said. 

You can also quickly see if your bill reflects normal usage or indicates a problem, like a leak or faulty meter. But better customer interactions, through a smartphone app or a web portal, generate more than just good will.

“If I’m walking down the street with my phone and see a line down, I can send a picture to the utility,” he said. “It’s geotagged and time stamped. A more intelligent and quick response increases efficiency in safety, asset management and restoration.”

It’s all about the data, Brown said, which can provide a clearer understanding of customers and how utilities can serve them better,” Brown said. “The transparency is good for everyone.