Revolutionizing Customer Service: Meet Ava, Your AI Energy Assistant

Simplifying Customer Interactions with Ava

For Avangrid natural gas customers, getting information about their next bill has never been easier—just ask Ava. In a time where digital transformation is reshaping customer service, Avangrid is making significant strides with the launch of an AI-powered energy assistant called Ava.

What Ava Can Do for You

Currently, Ava is available to customers of New York State Electric & Gas and Rochester Gas and Electric, as well as Avangrid's subsidiaries in Maine, Connecticut, and Massachusetts. Ava addresses a variety of frequently asked questions, including:

• 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

Enhancing Customer Experience

Craig Paterson, senior director of customer experience at Avangrid, emphasizes the need for utility companies to evolve to meet growing customer expectations. With Ava, customers receive instant, accurate support, significantly reducing call center wait times. CEO Pedro Azagra adds that as communications become more digitized, Avangrid is expanding its offerings to better meet customer needs.

Avangrid's Commitment to Digital Solutions

Over the past two years, Avangrid has enhanced its digital offerings, including an eBill program that now serves over 1.28 million customers and highly-rated mobile apps.

Advice for Other Utilities

For utilities eager to improve their digital customer engagement, Patterson advises focusing on personalization and scalability. He suggests that by leveraging the right technology and training, utilities can enhance customer experiences while streamlining operations.

Future Developments for Ava

In the next phase, Ava will evolve to handle more complex customer queries, accessible via the green speech bubble icon on the company’s website.