3 Ways Utilities Companies Can Use Voice to Stay Resilient

One of the most common emerging trends in the utilities sector is AI-powered voice technology, which many of the largest providers are now using to improve customer service.

Twilio is one of the top providers of these technologies and its success is based on a few core principles, which it lays out in its eGuide ‘3 Ways Utilities Companies Can Use Voice to Stay Resilient’.

The eGuide is filled with eye-opening statistics, none more so than the fact that customer satisfaction in the utilities sector has dropped from 66% to 62% since 2022.

These figures show that utilities companies are missing opportunities when it comes to customer service. This point is only emphasised in Twilio’s research studies.

According to the firm’s 2024 Customer Engagement Report, engagement leaders expect their investments in digital customer service engagement to increase by 133% within the next two years.

The report also reveals that 76% of businesses believe that personalised customer engagement is of critical importance.

It is clear that customer service finds itself at a crossroads and, for Twilio, the way ahead must be digital.

So, how exactly can AI-powered voice technology help utility companies deliver best-in-class customer experiences?

1. Managing emergency response

In the utilities industry, emergencies are inevitable, but outdated customer service methods can exacerbate frustration during crises. 

When customers need urgent support, long waiting times, clunky processes and inaccurate direction are the last thing they need.

Modern voice solutions can deliver real-time outage notifications, reducing inbound calls and freeing human agents to focus on complex issues. 

This streamlined approach helps to minimise downtime and foster trust with customers during critical moments.

What’s more, if a customer needs to hear a real person’s voice during an emergency, the right system can provide an easy escalation to a human agent.

2. Stepping up to meet increased demand

Utilities companies often face sudden spikes in call volumes due to events like Meter Reading Day or regulatory deadlines such as the Radio Teleswitch transition. 

Modern voice solutions offer intelligent call routing and automation capabilities that ensure equitable service even during peak demand periods. 

Voice technology enables companies to handle significantly higher call volumes than traditional systems, ensuring customers receive timely updates during outages or disruptions. 

By delivering real-time notifications, automated voice solutions reduce inbound calls - allowing human agents to focus on more complex issues. 

To learn more about how utilities companies are keeping customers informed and operations running smoothly, download the mini eGuide here.

3. Modernising legacy systems

The old adage “if it’s not broken, don’t fix it” doesn’t quite hold up today with legacy systems.

Older customer service systems might seem reliable, but frequent crashes and slow processing speeds can hinder customer service performance.

With 34% of customers citing slow response times as a key dissatisfaction factor, it’s clear that utilities companies have to prioritise the speed and consistency that modern voice technologies offer.

Case study: Octopus Energy, Kraken and Twilio

The average consumer phones their utility company once a year, and Kraken (Octopus Energy’s customer service platform) now handles as many calls in a single day as it did in its entire first 18 months in business. 

On average, Kraken uses Twilio to send about one million emails and 100,000 SMS messages every single day. 

These communications span the range of billing emails, marketing emails, SMS marketing, and other types of notifications and alerts.

Given the nature of the energy industry, and how it is affected by weather and climate events, message volume can vary significantly. 

Some days Kraken handles 200,000 emails; other days, it handles more than five million. Twilio is able to handle these peaks and valleys with ease, scaling up and down as demand shifts, and ensuring optimal deliverability.

Octopus also provides a compelling example of how Twilio’s modern voice technology can transform customer service in the utilities sector. 

By integrating Twilio’s AI-powered voice solutions, the company is able to handle sudden surges in call volumes during critical events like Meter Reading Day. 

Automated alerts and notifications kept customers informed about service updates, billing issues, and other concerns, ensuring smooth communication even when teams are under pressure.

The power of voice

In an industry defined by disruption, stability is achievable through innovation. 

Voice technology offers utilities companies a powerful way to meet rising customer demands while improving operational efficiency. 

By turning every conversation into an actionable opportunity, energy suppliers can build trust and stay competitive in a challenging landscape.

Next-generation AI solutions like Twilio empower companies to deliver exceptional experiences that foster loyalty and satisfaction—even during periods of chaos. 

As utilities continue adapting to change, voice technology will remain a vital tool for resilience and growth.

You can download Twilio’s eGuide ‘3 Ways Utilities Companies Can Use Voice to Stay Resilient’ here.

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