Winning utilities customer’s hearts with AI

A recent report by the Capgemini research institute ‘The Secret to Winning Customers’ Hearts with Artificial Intelligence: Add human Intelligenceshows that, while AI is no longer alien to consumers, 65% of utilities customers want to know when they are having interactions enabled by AI as opposed to human-led.

Another key finding of the report shows that of all the reasons for organizations to implement AI-enabled use cases, ‘cost of implementation’ (62%) and ‘expected return on investment’ (59%) were the two highest placing, way above ‘impact of customer experience’ down in 9th place with 10%.

If utilities companies are to protect against new digital entities showing up in their market, traditional players need to prioritize consumers in their decision-making process. The greater personalization afforded by AI can allow this. For organizations in any sector it’s vital for consumer concerns to inform AI initiatives.

Read on to learn more about how putting the consumer at the heart of your AI initiative will mean more engagement and loyalty.

France Infographic

File size: 196.48 KB File type: PDF

NA Infographic

File size: 620.72 KB File type: PDF

Netherlands Infographic

File size: 201.02 KB File type: PDF

Research Highlights

Consumers want a human-like approach… but not human features

  • 55% human-like intellect
  • 53% human-like voice
  • 53% ability to understand human emotions and respond
  • 48% human-like behaviors and personality
  • 58% are not comfortable with human-like physical features

Utilities consumers want transparency

  • 63% want to be made aware when companies are enabling interactions via AI
  • 42% executives in the Utilities Sector believe this to be the case
  • 48% consumers would prefer to have interactions enabled by a mix of AI and humans

If interactions enabled by artificial intelligence were more human-like...

  • 47% consumers would be keener to use these applications
  • 43% consumers would have greater trust in the company
  • 42% consumers would have higher emotional engagement


Perry Stoneman, Head of Global Energy and Utilities Sector at Capgemini

It’s becoming more and more important, pressing even, for utility organizations to move the consumer up their list of strategic AI priorities.

What utilities consumers want from their AI interactions

Meet our experts

Philippe Vié

Philippe Vié is the Global Energy, Utilities and Chemicals Sector Leader at Capgemini, and has been in the industry for over 25 years leading transformation projects globally.