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AI use cases

AI use cases in energy and utilities

17 AI agents that energy and utilities companies run today, grouped by the team they work for. For each one: the process, what the AI does, where people step in and the result the company reported.

Customer service

In production

9.4/10 CSAT

Technical service calls and technician dispatch

Spanish gas and electricity supplier

What the AI does
Triages and troubleshoots callers' issues, verifies identity by one-time code, checks contract coverage, dispatches technicians and writes structured summaries to the CRM.
Where people step in
Callers are told it is AI and can ask for a human at any point.
Systems
Phone · CRM · Contract system

In production · reported 2026

71% autonomous case resolution

Billing and tariff FAQs and contract activation

Belgian energy utility

What the AI does
Answers billing and energy questions, explains tariffs and recent usage in plain language, sends requests to the ERP and guides new customers through in-app activation.
Where people step in
Financial transactions and contract changes go to a live rep with conversation context.
Systems
CRM · ERP · Mobile app

In production

1.1M AI conversations/month at peak

WhatsApp customer service for water utility

Brazilian private sanitation company

What the AI does
Answers water supply questions, sends bills and registers leak reports on WhatsApp through billing, CRM and GIS integrations.
Where people step in
Remaining cases are escalated to service reps in the helpdesk.
Systems
WhatsApp · Helpdesk · CRM · Billing

In production

70% automation rate

Customer service AI agents on phone and chat

German energy company

What the AI does
Runs 30+ conversational agents on web, chat and phone that automate repetitive service requests for customers and employees.
Where people step in
Live agents handle higher-value conversations.
Systems
Phone · Web chat · LLM

In production

60% automation rate

Digital customer service replacing voice support

Global energy company

What the AI does
Automates common web and mobile chat inquiries such as site location and loyalty cards in English, German and Turkish, and assists live agents.
Where people step in
Sensitive issues such as complaints or health and safety go to live agents.
Systems
Web chat · Helpdesk · API gateway · Cloud

Operations

In production · reported 2026

Covers 1.3 million customer accounts

Utility customer service workflows

Major energy utility

What the AI does
Runs utility-specific workflows on the utility operating system to resolve customer requests.
Where people step in
Human specialists focus on issues that need judgment and expertise.
Systems
Utility operating system · Workflow engine

In production · reported 2026

Four use cases live since May 2026

Customer calls for meter readings and payments

German municipal energy provider

What the AI does
Classifies requests, authenticates customers, takes meter readings, changes estimated payments and answers energy FAQs in 100+ languages.
Systems
Phone · Back-office systems

Finance

In production · reported 2022

90% automation rate

Supplier invoice data capture

Global water, waste and energy group

What the AI does
Extracts supplier invoice data automatically and passes it to software robots for downstream entry.
Where people step in
Former data entry clerks review documents and handle exceptions in a validation interface.
Systems
RPA · EDI

In production · reported 2025

84% no-touch invoice rate

AP invoice coding and close

US fuel delivery company

What the AI does
Codes and classifies invoices and syncs invoice and payment data with the ERP in real time.
Where people step in
16% of invoices need human touch.
Systems
ERP

In production · reported 2026

~200,000 calls/year handled

Meter reading intake and payment adjustments

German municipal utility service provider

What the AI does
Takes customer meter readings by phone, adjusts estimated payments and writes the data back into the billing system.
Where people step in
Routes calls needing human involvement to the right department.
Systems
Billing · Phone

In production · reported 2026

20,000+ invoice fields populated per month

Vendor identification and invoice field entry

US recycling company

What the AI does
Identifies vendors and fills in invoice fields before human review.
Where people step in
The team validates transactions and resolves exceptions; finance does the final review.
Systems
Procure-to-pay platform

In production

Internal ticket volume -65%

Resident billing support by chat and voice

US water submetering company

What the AI does
Answers residents' billing questions over chat and voice.
Where people step in
Installers and property managers reach human support faster through escalation.
Systems
Helpdesk · Web chat · Phone

Procurement

In production

80% of manual reviews eliminated

Requisition policy compliance checks

UK recycling and recovery company

What the AI does
Checks purchase requisitions for purchase-policy compliance on its own, without changing how buyers work.
Where people step in
Buyers keep 20% of manual reviews.
Systems
Procurement system

In production · reported 2026

20,000+ invoice fields populated per month

Vendor identification and invoice field entry

US recycling company

What the AI does
Identifies vendors and fills in invoice fields before human review.
Where people step in
The team validates transactions and resolves exceptions; finance does the final review.
Systems
Procure-to-pay platform

In production

$100M of automated sourcing

Tail-spend sourcing from RFQ to award

UK-based global energy company

What the AI does
Captures requirements, sends RFQs to suppliers, collects and compares bids and runs automated sourcing events through to award.

In production

9x return on license

Direct materials price and lead-time negotiation

Global energy technology company

What the AI does
Negotiates price and delivery lead times on direct-material requisitions.

Supply chain

In production

9x return on license

Direct materials price and lead-time negotiation

Global energy technology company

What the AI does
Negotiates price and delivery lead times on direct-material requisitions.

IT

In production

Live in <2 months

Employee IT support resolution

North American energy infrastructure company

What the AI does
Resolves employee IT issues end to end.

Anonymised summaries of public case studies published from 2023 to 2026. Company and vendor names are withheld. Figures are as the companies reported them; they are not Retexa results.

Questions

AI in energy and utilities

What are the most common AI use cases in energy and utilities?

In the 17 public cases we collected, AI agents in energy and utilities work mostly in customer service, finance and procurement. Examples: technical service calls and technician dispatch; billing and tariff faqs and contract activation; whatsapp customer service for water utility.

Where do people stay in the loop?

Each card says where people step in. In this industry, for example: callers are told it is AI and can ask for a human at any point; financial transactions and contract changes go to a live rep with conversation context.

Are these Retexa results?

No. These are anonymised summaries of public case studies from 2023 to 2026, with company and vendor names withheld. Figures are as the companies reported them. Retexa builds the same kind of agents on top of the systems you already run.

Other industries

More AI use cases

See every industry and team on one map

AI use cases in logistics and freight31 examplesAI use cases in banking and finance33 examplesAI use cases in insurance32 examplesAI use cases in telecom13 examplesAI use cases in retail and e-commerce30 examplesAI use cases in healthcare37 examplesAI use cases in manufacturing33 examplesAI use cases in travel and hospitality20 examplesAI use cases in real estate15 examplesAI use cases in government17 examplesAI use cases in software and SaaS35 examplesAI use cases in media and entertainment19 examplesAI use cases in automotive15 examplesAI use cases in consumer services21 examplesAI use cases in professional services26 examplesAI use cases in education9 examples

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