AI in Utilities
Insights, Trends & Operational Transformation
BHC Global Market Intelligence & Applied AI Research
Utilities are undergoing one of the most significant transitions in decades. Customer expectations are shifting, regulatory pressure is intensifying, and traditional systems are struggling to support the volume and complexity of today’s operations. At the same time, AI is rapidly redefining what’s possible across customer service, billing, and field operations.
BHC Global has assembled a curated set of research assets — each offering a different lens into how AI is reshaping the utility landscape. Together, they provide a holistic view of where the industry is heading and how utilities can prepare.
A Market Undergoing Rapid Evolution
Across both market studies, a consistent theme emerges: AI is no longer a distant future state for utilities — it is becoming foundational.
The documents explore:
Shifts in utility operating models
Emerging trends in AI-driven customer experience
The growing urgency for modernization
How utilities are rethinking service, billing, and engagement
For a deeper dive into these forces, explore AI in Utilities: Industry Outlook & Strategic Market Report, which offers the most comprehensive view of industry momentum.
What’s Driving Utilities Toward AI?
Today’s utilities face a combination of operational pressures that didn’t exist even a few years ago.
Both market studies highlight:
The complexity of managing diverse customer needs
Modernization delays caused by fragmented systems
The strain on workforce capacity
Persistent challenges in billing, service consistency, and compliance
The shorter AI in Utilities: Executive Summary & Key Market Trends distills these topics into an executive-ready overview.
A New Standard for Utility Intelligence
Across the research, one idea stands out: AI is shifting utilities from reactive to proactive operations.
The studies explore how AI is being used to:
Support agents during complex customer interactions
Identify and resolve issues before they escalate
Improve the accuracy and consistency of service
Reduce operational friction across departments
Create more inclusive, multilingual customer experiences
These themes are brought to life in AI in Action: Utility Use Cases & Operational Impact Report, which walks through real-world scenarios and outcomes.
Sign Up to Access These Resources
A New Standard for Utility Intelligence
The documents collectively illustrate how AI is shaping a new operating framework for utilities — one where:
Customer interactions are more informed
Billing processes are more reliable
Teams operate with greater clarity and confidence
Technology anticipates issues rather than reacting to them
Whether you're assessing new technologies or planning your long-term modernization strategy, these studies offer perspectives that can help shape your next steps.
What Each Document Offers
1.
AI in Utilities: Industry Outlook & Strategic Market
A comprehensive exploration of AI’s growing role in the utility sector. It provides a detailed look at market forces, industry challenges, the evolving competitive landscape, and the changing expectations shaping customer and operational models.
2.
AI in Utilities: Executive Summary & Key Market Trends
A concise, high-level summary for leaders seeking a quick understanding of market direction. It offers distilled insights from the full study while highlighting the most important drivers behind AI adoption.
3.
AI in Action: Utility Use Cases & Operational Impact Report
A practical look at AI in action inside real utility environments. It illustrates where utilities are applying AI today, how workflows evolve when intelligence is added, and what operational improvements organizations are seeing.
Curious About What AI Can Do for Your Utility?
AI is reshaping how utilities operate — from customer engagement to billing reliability to field execution. If you're exploring how these capabilities could support your teams or fit into your modernization roadmap, BHC Global and POWERCONNECT.AI can help.
Whether you’re just starting to evaluate AI or actively building your strategy, we can show you what’s possible and what kind of impact you can expect.
