Elevating Customer Experience with AI-Driven Demand Response Optimization

Challenge – Inefficient Programs and Low Customer Engagement

A major utility provider struggled with ineffective Time-of-Use (TOU) and Demand Response (DR) programs that led to 15% peak load overruns and low customer participation rates.
Without data-driven targeting or personalized engagement, customers were often unaware or unmotivated to participate, resulting in missed load reduction goals and dissatisfaction during outage events.

Solution – AI-Powered TOU Targeting and Engagement Automation

Partnering with Nuodata, the utility deployed an AI-based customer engagement and demand optimization platform leveraging Cosmo (Nuodata) and Nora (Nuodata) for intelligence and automation.

The integrated solution included:

• TOU targeting analytics to identify customers with high peak-shaving potential
  
  
  

• Outage and DR messaging automation powered by contact center copilots
  
  
  

• Integration with AMI (Advanced Metering Infrastructure) data for real-time customer insights
  
  
  

• Unified analytics dashboards to track participation, satisfaction, and impact
  
  
  

This approach empowered the utility to deliver personalized engagement, optimize load response performance, and strengthen customer relationships through timely, contextual communication.

Impact – Engaged Customers, Optimized Demand

The program transformation delivered measurable improvements across operations and customer experience:

• 12% increase in peak load shaving through precise DR targeting
  
  
  

• 10-point rise in Net Promoter Score (NPS) reflecting improved engagement
  
  
  

• 15% growth in program enrollment from personalized outreach
  
  
  

• Strengthened grid reliability and reduced event-related communication gaps
  
  
  

By merging customer analytics with AI copilots, the utility built a customer-centric demand response model that delivers both operational efficiency and enhanced satisfaction.

Meta Description

Discover how a leading utility used Nuodata’s Cosmo and Nora platforms to optimize demand response and customer engagement—boosting peak load shaving by 12%, NPS by 10 points, and program enrollment by 15% with AI-driven personalization.