How utilities can rewire customer operations with agentic AI
Utilities are deploying agentic AI to fix customer satisfaction. Here's what that actually means operationally.
Why it matters
A specific industry (utilities) is adopting agent technology to reshape customer operations and reduce costs. This is a deployment/industry transformation story rather than a technology milestone—the agent capability itself is assumed; the news is how one sector is reorganizing work around it.
The key facts
9 to knowNorth American utilities cited as primary adopters
Use case: customer experience transformation + cost reduction
Driver: declining customer satisfaction pressures
Source: McKinsey (strategy consulting framing, not primary data)
North American utilities sector
Declining customer satisfaction as driver
Cost reduction claimed as outcome
Customer operations/experience transformation focus
McKinsey advisory framing (consulting guidance, not hard deployment data)
Go to the source
McKinsey Insightsmckinsey.com
Publisher excerpt: Faced with declining customer satisfaction, North American utilities are turning to agentic AI to transform the customer experience for the better while reducing costs.