High Bill Investigation
Report Outages
Energy Theft Detection
Asset-Based Scheduling
Suggesting Green Energy Plan
Energy Management and Demand Response
Material Management 
Timesheet Automation 
Knowledge Management for Field Users 
Preconfigured Compliance Forms for Utilities Resource Center
Business Solutions
Infosys CX AI Suite Utility Solutions: Empowering Utilities with AI-Driven Excellence
Overview
The utility industry is undergoing a remarkable transformation, driven by technological innovations and evolving customer expectations. At Infosys, we understand the unique challenges faced by utility companies and have designed the Infosys CX AI Suite to help you stay ahead in this dynamic landscape.
Key Challenges Utilities Face:
Rising Customer Expectations: Delivering seamless, personalized experiences across all customer touchpoints while respecting their time.
Operational Inefficiencies: Outdated systems hinder performance and escalate costs.
Data Complexity: Transforming vast data volumes into actionable insights is a common struggle.
Sustainability Goals: Finding the balance between customer satisfaction, regulatory compliance, and eco-friendly practices.
Infosys CX AI Suite Utility Solutions addresses these challenges head-on by providing pre-configured, AI-driven modules that enhance efficiency across customer service, self-service portals, and field operations.
Empowering Clients with Industry-Leading Salesforce Solutions
- Customer Service, Outage Management, and Energy Transition workflows
- Persona-based models with a comprehensive Customer 360° view and Omnichannel capabilities
- Industry-specific use cases that directly address client challenges and deliver measurable value
- Predefined integration models for other non-Salesforce leading industry platforms
- Seamless connectivity for critical operational elements like resources, timesheets, and vehicle management
- Built on Salesforce’s robust industry offerings: Energy & Utilities (E&U) Cloud, Service Cloud, Salesforce Field Service, Data Cloud
- Leverages Einstein Generative AI features for enhanced automation and intelligence
- Modular architecture enabling plug-and-play components for any Energy & Utilities (E&U) client organization
- A commitment to continuous innovation, driven by Infosys' domain expertise, the latest Salesforce capabilities, and strategic identification of solution gaps
Key Features to Transform Utility Operations
Empower your customers to report high bill queries effortlessly and autonomously. Provide actionable billing insights through advanced analysis, including comparisons to similar customer profiles and weather patterns. Offer a one-click option for customers to switch to a more efficient plan or schedule a billing investigation appointment.
Key Features:
- Utilize AI chatbots (Agentforce) for prompt issue resolution.
- Enable service agents with advanced high-bill analysis tools to speed up resolutions.
Enable customers to report outages quickly and access real-time updates seamlessly. Integrate with outage management systems to deliver a streamlined customer experience.
Key Features:
- Provide visibility of nearby outages based on ZIP codes.
- Share estimated restoration times (ERT) through clear and consistent communication.
Protect your utility network by proactively identifying and addressing potential instances of energy theft. Leverage data analytics to flag anomalies and suspicious patterns in energy usage, with least human intervention.
Key Features:
- Analyze customer usage data and meter readings for irregularities.
- Implement industry-aligned processes to create inspection orders, disconnect requests, or initiate penalty collection as needed.
Optimize operational efficiency with advanced asset management tools. Map-based capabilities allow precise task scheduling and bundling for seamless workflows.
Key Features:
- Leverage Salesforce Maps to view utility assets and create work orders directly from the map interface.
- Execute mass actions such as bundling assets, creating orders, or scheduling inspections with the lasso tool.
Help customers transition to eco-friendly energy solutions. Provide personalized energy-saving recommendations using AI-based interactions.
Key Features:
- Use Agentforce AI to provide tailored energy-saving suggestions.
- Enable one-click enrollment into green energy plans.
Equip customers with actionable insights by analyzing daily usage and consumption patterns. Promote energy-saving plans through guided, interactive solutions.
Key Features:
- Suggest optimal energy-saving plans.
- Provide easy-to-digest insights into consumption trends.
Simplify your field operations with streamlined material and spare parts management processes. Ensure alignment between material usage and order accounting.
Key Features:
- Tie material orders to associate field operation tasks.
- Facilitate efficient spare parts shipment and accounting.
Automate time-tracking processes for enhanced productivity and compliance. Ensure seamless integration of timesheet data with orders and union rules.
Key Features:
- Auto-capture timesheets based on task status.
- Incorporate overtime and union rules into activity configurations.
Provide field agents with the tools they need for success. Deliver essential documentation, knowledge articles, and compliance resources through Salesforce Field Service.
Key Features:
- Provide easy access to detailed work orders, checklists, and compliance documents. Facilitate safety checks and offer clear guidance to field workers on complex tasks, enabling even relatively junior personnel to perform their duties with confidence.
- Enhance efficiency with on-demand knowledge sharing.
Streamline compliance processes by equipping field agents with ready-to-use mobile forms. Ensure that documentation adheres to industry standards.
Key Features:
- Deploy preconfigured forms for tasks such as outage completion, gas leak reporting, and PRC-4292 documentation.
- Leverage Salesforce Field Service’s mobile capabilities for on-site form management.
With these robust features, your utility business can realize benefits such as increasing customer satisfaction, faster issue resolution, reduced truck roll, and improved efficiency across all touchpoints of the order lifecycle.
Challenges & Solutions
We configure industry-specific modules designed to act as accelerators for resolving business-specific challenges. These solutions not only tackle pain points but also enhance customer satisfaction and organizational efficiency. Powered by cutting-edge AI, we deliver tailored solutions that ensure optimal outcomes.
AI-enabled interactions streamline workflows by providing service agents and sales representatives with all the information they need to resolve customer problems efficiently. AI takes care of simpler tasks autonomously, initiating agent involvement only, when necessary, thus improving productivity and focusing on human resources where they matter most.
Our platform ensures customers benefit from proactive notifications and detailed visibility into energy-saving programs. They can also conveniently alter their plans with just a single click, reducing time and friction while ensuring seamless support and satisfaction.
We ensure field users have access to timely, precise information to enhance their productivity on the ground. By providing real-time updates, our solutions meet the critical demands of safety while optimizing overall field operations.
Our solutions are designed to address various compliance-related issues utilities frequently face. With evolving regulations, we help businesses maintain compliance seamlessly, reducing risks and ensuring adherence to industry and legal standards.
