Utilities are at a crossroads. They face soaring customer demand for energy along with the increased threat of costly weather events due to climate change. They’re grappling with decades-old infrastructure that is prone to outages and ill-equipped for modern, bidirectional energy flows. There is an urgent need to upgrade to smart grids and integrate renewables. The convergence of IT and operational technology (OT) has created an expanded attack surface at a time of heightened risk of cyberattacks.
Collaboration technology can help utilities navigate these challenges. The right tools enable real-time communication between field technicians, control centers and customers, facilitating incident response and efficient outage management. Collaboration tools can also break down operational silos and enable the exchange of data between IT and OT tools. The result is a single source of truth for asset records and the management of remote maintenance.
Collaboration tools can also help utilities enhance customer service. They enable 24×7 support and provide a means of engaging customers and promoting cost-saving strategies.
Enhancing Customer Service
Utilities typically see the fastest ROI through enhanced customer service. AI-driven voice assistants can handle customer-facing tasks such as service activation/termination, payment processing and outage reporting. Natural language processing enables these tools to understand customer issues, log service requests and check outage statuses without forcing customers to navigate complex menu trees.
Automated tools help utilities cut contact center costs by up to 30 percent while reducing wait times. During storm season, AI voicebots can handle high call volumes, freeing human agents to address more complex issues. Better, faster communication during emergencies also leads to quicker service restoration times.
Platforms such as Microsoft Teams and Cisco Webex integrate voice, video, chat and file sharing into a single interface, enabling secure internal and external communication while eliminating the hassle of switching between multiple interfaces. They also integrate with OT systems to help streamline workflows through real-time data sharing. Chatbots can query live grid data, providing operators with immediate updates on power restoration status.
Streamlining Internal Communication
Utilities are also using voice, video and chat to enable quick, secure communication between crews and dispatchers. Technicians in the field can use video to stream real-time views of infrastructure to experts, allowing for remote diagnostic support and reducing the need for multiple site visits.
AI-powered collaboration tools can automatically transcribe phone calls, meetings and notes, minimizing paperwork. These tools also speed up troubleshooting, minimize truck rolls and improve field productivity. The latest collaboration platforms can integrate with sensors and other IoT devices for remote monitoring and cross-domain intelligence.
Advanced headsets and mobile tools allow field workers to access documentation and receive voice-guided instructions, keeping their hands free for repairs. Mobile collaboration platforms also allow field crews to instantly report hazards and document issues, which is especially critical during wildfires. Real-time communication and information access increases situational awareness and helps workers follow safety protocols more accurately. The result is improved response to emergencies with fewer injuries.
Overcoming Obstacles
Legacy infrastructure poses the greatest roadblock to effective collaboration. Utilities often struggle to deploy modern communication and monitoring tools alongside decades-old equipment. Bridging the gap between IT and OT is also complex, making it difficult to integrate data and automate processes.
A shortage of technical skills often prevents effective adoption of AI and other advanced tools. Resistance from workers accustomed to traditional pen-and-paper processes also hinders adoption. High upfront costs make it difficult to achieve the expected ROI.
Cerium Networks has the expertise and experience to help utilities overcome these obstacles. Our team is highly trained and certified in industry-leading collaboration platforms. We’ve also worked with utilities to converge their communication tools with IoT devices and SCADA systems. We help enable seamless collaboration across the enterprise and integrate advanced technologies such as AI and augmented reality.
If you’re looking to optimize communication in your operations and customer service, contact Cerium to schedule a no-obligation consultation. We can help put you on the right path to effective collaboration.
