Transforming Customer Service with AI-Powered Customer Care Automation for Energy Utilities
Problem Statement: Fragmented Support, Lost Efficiency
A Fortune 100 energy utility company faced mounting challenges in delivering consistent and efficient customer service. Agents were burdened with navigating 5–7 disconnected systems—including CRM, billing, contracts, and customer profiles—during every interaction.
This siloed environment led to:
Their outdated customer service automation process limited operational agility and led to increased agent fatigue, poor resolution rates, and missed upsell opportunities.
Business Impact: High Churn, Low CSAT & Lost Revenue
To modernize and accelerate their quoting process, the client implemented JBS’s Energy Sales Quote Automation Platform, powered by Agentic AI and deployed on Google Cloud Platform (GCP).
linked to first-call resolution failures.
per 10 reps due to inefficient swivel-chair processes.
from unrealized upsells and churn.
Solution: Multi-Agent Customer Care Automation Framework Built for Energy
To address these challenges, JBS deployed a proprietary multi-agent customer care automation framework, tailored for the energy and utility sector.
Key Features of the Solution:
Delivered a unified, AI-powered front-end that pulls real-time data from CRM, billing, and usage systems.
Specialized sub-agents act as domain experts (e.g., billing, contracts, preferences) that autonomously retrieve and present actionable insights.
Modular architecture connected directly with internal systems—eliminating “tool hopping” and enabling high-speed, high-accuracy resolution.
The system allowed full control over reasoning paths and multi-step actions, enabling deep customization across channels.
The solution runs on the company’s cloud (Google Cloud Platform) with no dependency on third-party orchestration APIs.
Their outdated customer service automation process limited operational agility and led to increased agent fatigue, poor resolution rates, and missed upsell opportunities.
Business Benefits: Quantifiable Gains from Customer Service Automation
Boosted customer satisfaction by reducing wait times and increasing resolution accuracy.
Personalized and proactive support drove improved retention and loyalty.
Agents could now identify and act on revenue opportunities in real time.
Accelerated case handling improved overall customer experience and reduced operational stress.
Optimized token consumption and introduced modular testing automation to lower cost of operation.
Technology Stack
Ready to Revolutionize Your Energy Support Ops?
Empower your teams with customer care automation services built for the energy industry. Whether you aim to boost CSAT, reduce churn, or unlock new revenue streams—JBS has the AI framework to deliver.
Contact our AI Automation Experts to schedule a free consultation.
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