APS Enhances Planned Outage Communications to Improve Customer Service and Save Millions Through Automation
Arizona Public Service has transformed planned outage communications through automation, improving customer experience while reducing costs and manual work. Its bot-driven system standardizes notifications, shortens lead times, sends two-day reminders, and delivers updates through customers’ preferred channels, including email, text, phone and mail. Messages are available in English and Spanish and include reference numbers that help service representatives quickly locate outage details. The initiative also strengthens regulatory compliance, supports customers with medical equipment and reduces errors across departments. Automation has already saved analysts 12,506 hours and $619,000 in one year, with five-year savings projected at $3.3 million for the utility.
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