Top 20 Ways Utilities Use AI To Automate Billing and Collections Tasks

Utilities are continuing to implement Robotic Process Automation (RPA) to improve the efficiency and effectiveness of billing and collections.

👉 Case study: Nimble Approach to Automation Strengthens Billing Processes at Duquesne Light

In its recent Billing Industry Benchmark Survey, Chartwell asked utilities in the US and Canada about the status of using RPA to automate billing and collections tasks. 44% of utilities have implemented RPA in billing-related tasks and 16% in collections-related tasks.

Chartwell’s Billing and Payment Leadership Council discussed experiences with RPA on a recent call. Utilities that are using RPA for revenue-related processes cited the following measurable outcomes from these initiatives:

• Productivity Improvements
• Manual Effort Savings
• Efficiency Gains
• Error Reduction
• Average Handle Time Reduction

 

The survey also collected Billing and Collections-related tasks that are most commonly automated by utilities. These are documented in the survey datasheet and are shown below.

Top 20 Billing and Collections Tasks Utilities are Automating:

1. Automate daily work assignment, report creation 
2. Account setup on complex rates 
3. Pick Your Due Date enrollment 
4. Large power, IDR cancel/rebill, and manual billing 
5. Bill testing and inspection 
6. Net metering 
7. Tax exemption 
8. High/Low/No/Negative Consumption 
9. Troubled Off Accounts 
10. Management of review of exceptions 
11. Credit Balance 
12. Do not DNP due to Weather 
13. Debit on Prepay 
14. Arrears reporting 
15. Back-office collections work, monthly recurring processes 
16. Collections segmentation 
17. Exceptions – collections and severance (various) 
18. Management of customer assistance applications 
19. Payment/installment plans 
20. Remote disconnections 

 

To learn more about the Council, don’t hesitate to get in contact with Tim Herrick!