Case Study: Connex Elevates CX Through AI-Powered Webchat for North American Utility Leader

The utilities industry is evolving fast and so are customer expectations. Today’s customers want immediate answers, self-service options, and 24/7 support. For energy providers, meeting those demands isn’t just a competitive advantage, it’s a necessity.

One of North America’s most established electricity distributors with over 130 years of service and a customer base of 270,000, was feeling the pressure. Managing 2.6 million inquiries a year through an outdated live chat system, they faced growing frustration from customers and agents alike. Long wait times, high abandonment rates, and no after-hours support were holding them back.

They didn’t just need a new tool, they needed a new approach. A smarter, more scalable solution.

That’s when they partnered with Connex.

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The Challenge: a webchat experience that couldn’t keep up

The utility’s legacy webchat relied entirely on live agents. As demand grew, service quality declined. Key issues included:

• Long wait times and high chat abandonment
• No real-time or 24/7 support options
• Difficulty meeting customer expectations for fast, digital self-service
• Limited capacity to scale with customer growth

The company knew change was urgent but change needed to be efficient, low-disruption, and high-impact.

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Our Approach: Smart AI integration with minimal disruption

Connex approached the challenge with our full-cycle methodology: Consult. Design. Implement. Support.

Step 1: Strategic Discovery

We worked closely with the client to map out pain points and key use cases. The goal: enable intelligent self-service while minimizing integration complexity.

Step 2: Tailored AI chat experience

Connex designed and implemented an advanced natural language solution powered by Dialogflow CX and Google Cloud Platform, featuring:

• AI-powered self-serve capabilities for high-volume transactions like:
  • Account Balance
  • Outage Reporting & Inquiries
  • Payment Arrangements
• Chat Steering and FAQ search via integrated knowledge base
• Seamless website login integration and intelligent routing

Step 3: Smooth rollout with scalable foundations

We deployed pre-built integrations to minimize customization needs and accelerate implementation all while ensuring a scalable architecture to support long-term growth.

Step 4: Always-On optimization

With our 24/7 managed support and real-time analytics, the utility company now benefits from continuous performance insights and proactive issue resolution.

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The Results: Smarter, Faster, Always Available

Since launching the new webchat experience, the utility company has achieved:

✅ 24/7 Availability: always-on support, even outside business hours

✅ Reduced Agent Workload: automation now handles common requests

✅ Faster Resolution Times: customers get what they need, instantly

✅ Improved Engagement: higher satisfaction, lower abandonment rates

✅ Scalable Solution: ready to grow with the customer base

✅ Real-Time Insights: enabling smarter CX and workforce decisions

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The real impact of CX transformation in Utilities

According to McKinsey, more than 60% of utility customers now prefer digital channels for service, yet many providers still rely heavily on legacy systems.

By integrating AI-powered self-service, utilities can:

🔹 Cut service costs by up to 30%

🔹 Improve CSAT by 15–20 points

🔹 Free agents to focus on complex, high-value conversations

Connex helped this client lead the charge and we can help you, too.

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Connex: more than a vendor, a true transformation partner

We don’t just deploy technology, We deliver outcomes.At Connex, we combine deep industry expertise with a consultative approach to help utility providers rethink what’s possible and then bring it to life. From strategy to deployment and long-term support, we’re with you every step of the way.

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Ready to power up your customer experience?

Let’s build the future of utilities together.

📩 Talk to the Connex team

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