Supporting the Frontline: How Utilities Are Using AI to Tackle Burnout and Demand
A practical guide to using AI in utility customer service to improve workflows and meet rising customer expectations.
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The workforce challenge utilities can’t ignore
Across the utility sector, frontline customer service teams are under growing pressure.
The “silver tsunami” of retirements is accelerating, taking decades of institutional knowledge with it. Call volumes remain high, even as customer expectations continue to rise. And many legacy tools and systems weren’t built to meet customers—or the next generation of employees—where they are.
The result is burnout that shows up not just internally, but in the customer experience.
Burnout isn’t just an HR issue. It’s a service issue, a retention issue, and a long-term risk to reliability and trust.
The solution isn’t more headcount. It’s smarter workflows and better support for the customer service teams already doing the work.
- How utilities are reducing frontline burnout without adding headcount
- Where AI fits into utility customer service—and where it doesn’t
- How to reduce repetitive Tier 1 work while protecting service quality
- Why employee experience and customer experience are inseparable
- Practical first steps utility leaders can take without disrupting operations
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What You'll Learn Inside
- How utilities are reducing frontline burnout without adding headcount
- Where AI fits into utility customer service—and where it doesn’t
- How to reduce repetitive Tier 1 work while protecting service quality
- Why employee experience and customer experience are inseparable
- Practical first steps utility leaders can take without disrupting operations
AI as a workforce ally — not a replacement
In practice, the most effective AI strategies do the opposite.
When AI handles high-volume, low-complexity tasks—like routine billing questions or status updates—frontline teams gain the time and clarity to focus on what actually requires human judgment, empathy, and experience.
The result:
- Less burnout
- Faster resolutions
- More confident employees
- Better outcomes for customers
This guide shows how AI can protect the human element, not replace it.
One of the biggest misconceptions about AI in utility customer service is that it’s designed to replace frontline employees.
About The Contributors
This guide was co-authored by Brittany Hodak and Hansen Technologies, combining a human-centered customer experience perspective with deep industry expertise in utilities and energy.
Brittany Hodak is a customer experience keynote speaker and the author of Creating Superfans. She helps organizations improve customer experience while supporting the employees who deliver it. Brittany has worked with a wide range of organizations across regulated and complex industries, including utility providers, electric cooperatives, and public-sector organizations, helping frontline teams deliver better service.
Hansen Technologies is a global provider of software and services to the energy & utilities and communications & media industries. With its award-winning software suite, Hansen helps customers operating in more than 80 countries create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.
Together, Brittany and Hansen bring a practical perspective that combines customer experience expertise with real-world utility operations.
Brittany Hodak is a customer experience keynote speaker and the author of Creating Superfans. She helps organizations improve customer experience while supporting the employees who deliver it. Brittany has worked with a wide range of organizations across regulated and complex industries, including utility providers, electric cooperatives, and public-sector organizations, helping frontline teams deliver better service.
Hansen Technologies is a global provider of software and services to the energy & utilities and communications & media industries. With its award-winning software suite, Hansen helps customers operating in more than 80 countries create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.
Together, Brittany and Hansen bring a practical perspective that combines customer experience expertise with real-world utility operations.
ACCESS THE FREE E-BOOK
