For Customer Engagement, Machine Learning is the Next Frontier

Customer relations have long been a critical issue for utilities. Engaging customers, while clearly important, can sometimes take a backseat to responsibilities like grid operation. Goals like reaching at-risk customers, reducing call center loads, and communicating with customers during outages require investments without which customer satisfaction can be put at risk.

Today’s increasing focus on artificial intelligence and data management is bringing opportunities for improvement in these areas. This case study explores ways in which Detroit-based DTE Energy has adjusted its approach to customer relations using technology from BlastPoint, a company specializing in analytics and customer intelligence.


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AI customer engagement customer experience data analytics DTE Energy machine learning