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Augmenting customer service operations with asset data and AI
In this session, experts explain foundational considerations for utilities seeking to level-up their customer service experience with data from across their organization, using assistive and autonomous artificial intelligence (AI).
Supplying meter and sensor data to AI is valuable not only for asset management, but also for revenue growth and customer lifetime value. Utilities can view and manage technology across all stages of an asset's life, from planning and installation, to monitoring, maintenance, retirement, and replacement. Asset data and AI can also increase efficiency, reliability, and safety in customer and field service operations when applied to other service delivery categories like disaster response, energy efficiency programs, and interconnection processing .
However, utility asset data is usually separate from customer data, siloed across the enterprise in systems of record such as enterprise resource platforms (ERP), geospatial applications, and meter data management (MDM) systems. These systems don't always have ways to connect to customer data as a means of providing valuable context for a service request. A data platform, assistive AI, and automation can serve as that connective tissue.
Learn from product experts in the Salesforce Energy & Utilities platform, who will cover the basics of
- Grounding operational data (like revenue or asset management data) in a customer relationship management (CRM) system,
- Using a CRM platform to apply AI in the flow of work, and
- Training AI agents to draw from relevant datasets, make suggestions, and handle tasks to help deliver safer, more efficient service experiences.
As an example of this approach, Jose Bravo Pascual, Technical Project Manager at Avangrid Service Company, will share how Avangrid's field service operations have matured in value with a data, automation, and AI strategy.
At the end of the session, participants will suggest a use case for a solution engineer to build, in real time, an AI agent with the skills for that use case.
Session sponsored by Salesforce
