Bidgely, the pioneer of AI-powered energy intelligence, has announced the launch of Agentic CX, the industry's first agentic AI customer experience suite purpose-built for energy providers to close the growing trust, knowledge and affordability gap between utilities and the customers they serve.
Trained on more than a decade of behind-the-meter data, five specialized UtilityAI agents power Bidgely's Agentic CX to deliver instant, appliance-level answers across chat, interactive voice response and customer service representatives. By replacing legacy estimates with data-driven insights, Agentic CX converts every customer touchpoint into powerful opportunities to strengthen trust and lower costs.
This launch comes as utilities face mounting operational pressures, including an inundation of high-bill customer calls to call centers, rising cost-to-serve and tightening regulatory mandates. Unlike standard CX offerings that layer generic chatbots over disconnected usage data, Bidgely's Agentic CX is grounded in patented, appliance-level insights to explain the exact usage drivers behind a bill spike, identify savings opportunities and recommend rate plans tailored to each individual household.
"Every question a customer asks is personal because they want to know why their bill changed and what they can do to manage it, so every answer should be personal as well," said Abhay Gupta, CEO of Bidgely. "Our agentic approach enables utilities to move past superficial interactions and deliver the single most important missing piece of the story, which is real appliance-level insights."
Bidgely's Agentic CX natively integrates with existing Contact Center as a Service and enterprise AI platforms without requiring an infrastructure overhaul and meets the industry's strict security, data privacy and governance requirements.
Built on the belief that the best customer experience is the one that never needs an escalation, each of the suite's three channels plays a distinct role:
Prevent: Agentic CX Chat – An energy assistant, fully compatible with ChatGPT, that explains the why behind a bill before the question ever reaches the call center. Grounded in household-specific appliance data and UtilityAI agent calculations rather than canned responses, it answers complex rate and program questions based on the customer's current enrollments to boost CSAT while significantly reducing call escalations.
Contain: Agentic CX IVR – A conversational voice experience integrated into existing IVR platforms, such as NICE, Genesys, AWS Connect and Poly.ai, that replaces traditional routing trees with natural dialog. Customers can ask questions in plain language and receive complete resolution directly within the channel without menu navigation.
Accelerate: Agentic CX CSR – A real-time co-pilot that turns every representative into the utility's best representative. The moment a call connects, it surfaces the root-cause usage drivers of a high bill, runs automated rate plan analysis and hands the agent an actionable answer.
Five Agents, One Decade of Proof: At the foundation are five purpose-built AI agents that for the last 10+ years have helped utilities achieve real-world results like more than 50 percent reduction in high-bill calls and a ∼30 percent decrease in average call handle time. A 15 percent+ reduction in CSR churn and 80–85 percent+ CSAT scores with 2+ quartile lifts in JD Power ratings were also achieved. Agents include High Bill Analyzer, Home Energy Audit, What-If Solar, What-If EV, and Best Rate that evaluates and identifies the rate structure that saves each household the most.
About Bidgely
Bidgely is the pioneer of AI-powered energy intelligence, transforming raw meter data into high-definition insights for global utilities. Serving over 50 million homes, the company's UtilityAI Platform leverages 19+ foundational patents to optimize grid visibility, call center operations and personalized customer engagement. Recognized by Fast Company as a Top 10 Most Innovative Applied AI company, Bidgely integrates precision energy analytics with horizontal AI ecosystems like Microsoft Copilot and AWS to modernize the grid with premises-level accuracy.
