Utilities
Optimizing utilities operations and transforming experiences with outcome-based models
We enable utility companies to modernize while building customer loyalty through automation and intelligent services. We’ll help you streamline processes, reduce operational costs, delivering responsive, compliant experiences that evolve as you do.
Key figures and trends in the utilities industry
+65
Utility clients across 11 countries
+15,000
internal industry experts
40%
of control rooms will adopt AI-augmented operator support by 2027, enabling predictive and pre-emptive automated workflows (Gartner)
85%
of utilities customers are willing to switch providers for better service
over 75%
of customers want real-time data on energy usage and proactive outage information
$75B
is the expected AI market size for utility sector by 2034 (Precedence Research)
Our AI-powered solutions for the utilities industry
Digital appointment
Deploy AI-powered conversational agents to automate appointment scheduling while AI-driven orchestration optimizes technician dispatching and field service operations through real-time scheduling and predictive workload analysis.
Billing management automation
Simplify complex billing interactions using AI to explain invoices, detect anomalies and automate customer requests. Reduce cost to serve improving first contact resolution through seamless and immediate support.
AI-powered sales enablement
EquipImprove performance in complex energy markets by equipping sales teams with an AI-powered platform. Turnstatic training into real-time personalized coaching, with AI simulations, smart meeting preparation, and performance insights that accelerate onboarding and improve performance in complex energy markets.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Digital appointment
Deploy AI-powered conversational agents to automate appointment scheduling while AI-driven orchestration optimizes technician dispatching and field service operations through real-time scheduling and predictive workload analysis.
Billing management automation
Simplify complex billing interactions using AI to explain invoices, detect anomalies and automate customer requests. Reduce cost to serve improving first contact resolution through seamless and immediate support.
AI-powered sales enablement
EquipImprove performance in complex energy markets by equipping sales teams with an AI-powered platform. Turnstatic training into real-time personalized coaching, with AI simulations, smart meeting preparation, and performance insights that accelerate onboarding and improve performance in complex energy markets.
Cross-industry AI accelerators
We provide reusable, cross-industry agentic AI accelerators that transform your operational and customer interaction processes. From back-office management to digital collections, we help you transition from fragmented tasks into intelligent, autonomous workflows.
Success stories with utilities clients
Utilities
Ekwateur and Konecta: getting closer to go further
Since 2021, Konecta has been supporting Ekwateur to manage customer relations, using its expertise across employee experience to build loyalty, develop Ekwateur's customer portfolio and power the scale-up’s growth.
Utilities | Customer Experience
Utilita gains energy boost from seamless customer support
In today’s competitive energy markets, consumers expect seamless and always-on customer service from their providers. Konecta’s commitment to operational excellence end-to-end empowers energy provider Utilita to exceed those expectations.
Telecoms
Boosting Legálitas’ sales with GenAI copilot
Legálitas partnered with Konecta to integrate an outcome-based commercial model and deploy a GenAI copilot.
Telecoms | Customer Experience, Technical support
Unifying tier 1 and tier 2 resolution for PFU
When PFU (EMEA) needed to deliver seamless technical support for its scanner equipment across 36 EMEA countries, they faced a complex logistical puzzle: how to provide high-quality, multilingual assistance without inflating costs in regions with lower call volumes.
Together with Konecta, PFU transformed this challenge into a highly efficient, centralized support hub in Portugal that unifies tier 1 and tier 2 resolution, ensuring every customer receives fast, expert assistance.
Automotive, Mobility & Travel
Transforming Iberostar’s check-in experience with AI-powered room assignment
Konecta transformed Iberostar's check-in operations by deploying an AI-powered decision engine that automates room allocations, eliminating manual staff intervention and reducing average guest wait times by 65%.
Latest news and insights
Our Awards and recognitions
Get more
global
Everest Group - CX Leader in EMEA in the peak Matrix® assessment 2024
global
Contact Center Hub - Best Telemarketing Provider Award for 2023
global
Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - EMEA
global
Frost & Sullivan - Top provider of customer experience management for Europe in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Top provider of customer experience management for Latin America in Frost & Sullivan’s influential 2024 Frost Radar™
global
Frost & Sullivan - Company of the Year 2024 in Latin America
Questions and answers
How can AI improve customer service for Utility companies?
AI helps utility companies deliver faster, more personalized support. It guides new customers during onboarding, predicts dissatisfaction before customers churn, and powers smart agents that explain bills, solve issues, and provide 24/7 support.
Can Konecta integrate with existing Utility systems?
Yes. Konecta integrates with both legacy and modern cloud systems. We connect different platforms and data sources, helping Utility companies manage the entire customer lifecycle with consistent, reliable information and experiences.
How does AI help reduce operational costs for Utility companies?
AI lowers costs by automating routine requests, optimizing technician scheduling, and supporting agent training. This reduces manual work, improves productivity, and allows teams to focus on complex customer needs.
How can Utility companies improve customer loyalty and retention?
Utility companies can improve loyalty by using data to understand customer needs, personalize communication, and detect churn early. AI helps identify dissatisfied customers and trigger timely actions to keep them engaged.
What processes can Konecta support in the Utilities sector?
Konecta supports the full customer lifecycle: acquisition, onboarding, billing support, collections, field operations, complaints, retention, and energy transition services. AI helps automate processes and deliver faster, clearer support.
Is AI deployment safe and compliant for Utility companies?
Yes. Konecta deploys AI within secure infrastructures and follows strict governance frameworks to protect data and ensure regulatory compliance, which is essential in a highly regulated sector like utilities.
