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NYSEG and RG&E use AI assistant on website to improve customer service

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  • Staff Report 

New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) are using AI to enhance customer service.

The companies have introduced Ava, an AI energy assistant, to their websites. Ava answers common questions about billing, meter reading, power outages, and account management. Since its launch, over 3,200 customers have used Ava for quick assistance.

Additionally, NYSEG and RG&E have revamped their online tools. The new application for service installations is faster, reducing processing time to 1-2 business days. An online job status tool now provides instant updates for contractors, with over 24,000 uses this year. The new online payment portal has processed over 1,100 transactions, and customers can now use Google and Apple Pay, which has seen more than 15,000 transactions in 2024.



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