A report: Agent and Generative AI in the utilities sector - current threats and future opportunities

Utility companies sit at the nexus of essential services and public scrutiny. Customers expect responsive support, transparent billing and seamless digital experiences, yet the sector consistently under‑performs.

Research shows that 25% of UK energy customers were dissatisfied with their most recent customer service experience and poor service costs customers an estimated £298 million and 27.3 million hours each year.

To remain competitive, energy and water utilities must modernise customer engagement and operations…

This guide explores current challenges in the utilities sector, outlines how GenAI and agentic AI address those pain points, profiles Logicdialog’s solution, and provides a roadmap for future‑ready utilities.