Manitoba Hydro Improves Customer Credit Classification With Machine Learning

At Manitoba Hydro, classifying customer behavior is crucial to assessing financial risk. But just two years ago, it became apparent that the utility’s existing classification process was problematic. The old model was outdated and customer behavior was often misclassified, causing tension with customers and increasing the utility’s vulnerability to risk. Fortunately, many at the utility realized that this challenge could be met with new technology. By capitalizing on cloud computing, artificial intelligence and machine learning, Manitoba Hydro came up with a solution that enhances its understanding of customer behavior. The utility now uses a new machine learning model capable of handling more data while leveraging the power of cloud computing to speed up processing time.

This initiative has been recognized with a Bronze Award for Billing and Payment in Chartwell's 2024 Best Practices Awards.

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