Consumers Energy Brings Machine Learning to its ETR Messaging
Consumers Energy’s AutoETR system, powered by custom machine learning, has transformed outage communications. Launched in 2019, AutoETR has saved countless hours for outage crews, reducing ETR publication time significantly. This innovation spurred a dedicated ETR team and the ETR Control Panel, enabling precise management of ETR messaging. By setting boundaries within a control panel tool, communication congestion is minimized, improving the customer experience. Consumers Energy’s relentless focus on improvement has boosted ETR accuracy from below 50% to nearly 90%. The project sets a new standard for innovation in the utility industry for delivering accurate and efficient outage restoration predictions, earning Chartwell’s Silver Best Practices Award in Outage Communications this year.
Speakers:
Ryan Keilen, Manager of Customer Data Analytics, Consumers Energy.
Ryan has been with Consumers Energy for 13 years, and have been working in the Data and Analytics space for the last 6 years within the company.
Vincent Marinas, Data Scientist, Consumers Energy
Vincent is a Data Scientist on the Customer Data Analytics team at Consumers Energy. He graduated from Michigan State University in 2022 with a Master’s degree in Business Data Science & Analytics.
