In this session, PG&E shares their journey to transform their outdated legacy IVR into a conversational AI assistant using cutting edge technology and a new, strategic approach. The team will walk us through the entire process they followed, from inception to execution. They will review the resources, toolsets, scope, complexity, creativity, innovation and approach to create their Peggy Bot. They will also share their KPI performance before, during and after the project. Finally, they will openly discuss their lessons learned along the way. It’s a session you won’t want to miss!

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Imagine being able to turn one of the most confusing, frustrating customer experiences—the monthly energy bill—into something clear, personalized, and even empowering. Explain Your Bill does exactly that: it breaks down a customer’s bill into simple, intuitive insights, showing not just what they’re paying, but why—highlighting usage trends, key drivers of changes, and opportunities to save. Instead of static statements, customers get a dynamic, transparent view of their energy story, building trust, reducing call volume, and creating a foundation for smarter, more proactive engagement across digital channels. 

EPB has evolved from a leading municipal utility to a national model for advanced fiber optic infrastructure – and is now focused on establishing Chattanooga as a hub for quantum technology. As operator of the world’s fastest community-wide internet since 2010, EPB’s leadership in establishing commercially available quantum networking and computing is contributing to solutions from cybersecurity to grid optimization today.

Focus: Agentic AI (including utility and out of industry examples)