The Innovate UtilityCX (IUCX) conference reinforced what we’ve long believed at Vyntelligence: utilities are rapidly evolving toward intelligent, customer-centric operations. The conversations we had with industry leaders confirmed a critical shift happening across the sector.
The digital engagement challenge facing US utilities
A consistent theme emerged from our discussions with utility leaders: there’s a significant digital engagement gap preventing utilities from meeting customer expectations for modern service interactions.
Here’s what this looks like in practice: When a customer calls about a power outage or service issue, they’re often stuck on lengthy phone calls trying to describe their problem. Meanwhile, contact centre agents are left guessing about the actual situation without visual context. This creates frustration on both sides and leads to longer resolution times.
The root issue? Most utilities still rely heavily on outdated communication channels that can’t provide the visual, real-time information needed for efficient problem-solving.
What industry leaders are prioritising
We gathered valuable insights from utility giants including Georgia Power, Pasadena Power, HomeServe USA, and APS. These organisations are focusing on several key areas:
- Digital-first customer empowerment: There’s a strong push toward self-service options that give customers more control over their utility experience through digital channels.
- Comprehensive customer journey mapping: Leaders are investing in understanding every touchpoint in the customer experience to identify pain points and streamline interactions.
- Field workforce optimisation: The vision is to create a customer-oriented field workforce equipped with the right tools and information to deliver precise service when and where it’s needed.
- Unified operations: From new service connections to complex operations and maintenance, the goal is unifying customer service with field operations and asset management for a complete operational view.
How video intelligence reimagines work
This is where Vyntelligence makes a difference. We’re transforming utility field operations and customer experience through agentic video intelligence that enables:
- Faster installations through visual guidance
- Quicker, more accurate quotes with remote visual assessments
- Seamless service by connecting field and customers instantly
Instead of customers struggling to describe their electrical panel over the phone, they can simply show it through video. Rather than dispatching a technician for a preliminary assessment, utilities can provide remote visual support and arrive on-site fully prepared.
The response from IUCX attendees was overwhelmingly positive. As one utility executive told us, Vyntelligence is,
“purposeful and solving real-world problems.”
Building the customer-centric utility of tomorrow
At Vyntelligence, our mission is straightforward: create happier customers, contractors, and colleagues through video and AI-first solutions. The future of utility customer experience demands tools that are simple, intelligent, and genuinely customer-focused.
The conversations at IUCX confirmed that utilities are ready for this transformation. The question isn’t whether change is coming, it’s how quickly utilities can adapt to meet rising customer expectations while improving operational efficiency.
Ready to see how agentic video intelligence can transform your utility’s customer experience? Explore Vyntelligence, book a call with us today!
