AI-Powered Outage Comms: Revolutionizing Customer Messaging with ChatGPT

Timely communications are especially important during utility outages.  Leveraging AI technology like ChatGPT offers a transformative solution. This presentation explores the integration of ChatGPT as an AI assistant to quickly develop on-brand and compelling voice, SMS, email, and social media messaging before and during outage events. We’ll delve into how ChatGPT can enhance customer service by providing real-time communication to ensure customers are informed, prepared, and supported. Through practical examples and success metrics, attendees will learn strategies for implementing ChatGPT to improve operational efficiency and customer satisfaction, marking a new frontier in outage management and communication. This session is brought to you by Message Broadcast.

  • Paul Watkins, CX Strategist, Message Broadcast
Paul Watkins has over 12-years of utility industry experience.  He came from Duke Energy where he led digital strategy and new product development. He has served on industry advisory boards, been a guest speaker at Stanford University, and provides industry product strategy consulting. Paul lives in Charlotte, NC with his wife, Vanessa and his two children Seth 22 and Geneva 19.  In his spare time, he enjoys snow skiing and classic car restoration.


  • Chris Huff, CEO,
Chris Huff is currently the CEO of, a pioneering artificial intelligence software company revolutionizing document intelligence. With over 30 years of experience, Chris has a proven track record of driving innovation and growth.
Before joining, Chris was Chief Strategy and Growth Officer at Tungsten Automation (formerly Kofax) where he led Corporate Strategy, Product Strategy, Marketing, Business Development, Customer Experience and Partner Ecosystem. Prior to Tungsten Automation, Chris led Deloitte Consulting’s U.S. Public Sector Cognitive Automation practice, was Founder/CEO of a D2C business and spent twenty years in US Marine Corps as a Finance Officer.
A sought-after thought leader and speaker, Chris is passionate about democratizing AI and fostering its responsible adoption. He actively collaborates with industry leaders, policymakers, and academia to ensure’s solutions are ethical, transparent, and aligned with the highest standards of data privacy and security.


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