More Than a Convenience
Avangrid’s AI energy assistant is a glimpse into the future of utility customer service
For Avangrid natural gas customers wanting to know how much their next bill is, it’s easy: They can just ask Ava.
In an era where digital transformation is redefining customer service, Avangrid is taking another step forward. The company recently launched an artificial intelligence pilot program featuring Ava, an AI-powered energy assistant, to enhance customer experience across its utility subsidiaries.
Currently available to customers of New York State Electric & Gas and Rochester Gas and Electric—along with Avangrid’s subsidiaries in Maine (Central Maine Power and Maine Natural Gas), Connecticut (United Illuminating, Southern Connecticut Gas and Connecticut Natural Gas) and Massachusetts (Berkshire Gas)—Ava’s primary function is to address frequently asked questions related to:
- Bill balances and delays
- Payment arrangements and budget billing
- Meter reading and understanding bills
- Service initiation or termination processes
- Power outage support
- Assistance with MyAccount
“As utility companies, we must continuously evolve to meet the growing expectations of our customers,” said Craig Paterson, senior director of customer experience and digital transformation at Avangrid. “With Ava, we’re now providing [customers] instant, accurate support” while also reducing call center wait times.
“We work every day to provide our customers with exceptional service,” said Pedro Azagra, Avangrid CEO. “As communications become more digitized, we’ve expanded how our customers can interact with us by putting a greater emphasis on digital tools. This energy assistant serves as an additional offering to meet their needs.”
Over the past two years, Avangrid has increased its digital offerings for customers, knowing they are something today’s customers expect. This includes expanded participation in its eBill program to more than 1.28 million customers and mobile apps that have earned excellent reviews.
For other utilities interested in boosting their digital engagement with customers, Patterson offers this advice: “Focus on personalization and scalability—ensure the AI is not only answering questions but enhancing customer experiences. By investing in the right technology and training, utilities can streamline operations, reduce call center volumes, and foster a more efficient, responsive relationship with their customers.”
In its next phase, Ava will evolve to answer more complex customer queries. Customers can reach Ava on their respective company’s website homepage in the bottom right-hand corner by clicking the green speech bubble icon.