Customers of New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) can now receive quicker, more accurate updates during outages thanks to new features added to Ava, the companies’ online AI assistant.
The upgrade, announced Thursday, allows Ava to provide estimated restoration times when customers report a power outage at their property. Christine Alexander, vice president of customer service for NYSEG and RG&E, said the enhancement addresses a top customer concern. “Restoration times were identified as a frequently asked topic for Ava,” she said. “We strive to continuously update our customer-focused technology.”
Ava, which launched in 2024, is designed to assist with a range of customer inquiries, from billing and payment arrangements to meter readings and service changes. By answering frequent questions online, Ava helps reduce call center volume so agents can handle more complex issues.
To use the new outage feature, customers can click the chat icon on the NYSEG or RG&E homepage and tell Ava, “I have a power outage at my property.” Once account information is verified, Ava will display the estimated restoration time for their area, when available.
Restoration estimates are initially based on past performance in similar situations. The term “assessing” appears if crews are still evaluating the situation. As repair work progresses, updates may be issued.
Craig Paterson, senior director of customer experience and digital transformation at Avangrid, the parent company of NYSEG and RG&E, said the improvement helps reduce frustration. “Outages can be frustrating for customers, which is why it’s important that Ava answers this critical question for them,” he said. “Ava has been a game changer for customers.”
The companies also encouraged customers to sign up for Outage Alerts by text, email, or phone.
FingerLakes1.com is the region’s leading all-digital news publication. The company was founded in 1998 and has been keeping residents informed for more than two decades. Have a lead? Send it to [email protected].