Many utility operations still depend on manual, one-to-one processes. Internally, staff spend large portions of the day handling repeat tasks, handoffs, and follow‑ups. Externally, customers often rely on direct staff support for requests that could be resolved without live intervention. In most cases, these approaches exist for practical reasons. Over time, though, they can make it harder to scale services, adjust staffing, or respond when demand spikes.

As workloads increase and customer expectations evolve, utilities are taking a closer look at where automation and self-service actually make sense. The goal is not to change everything or remove human involvement where it matters. It is to reduce unnecessary friction and make everyday service delivery easier and more consistent.

The Utility Operational Efficiency & Automation webinar examines how utilities are identifying internal workflows that are well-suited for automation and customer interactions that can be moved to self-service without disrupting what already works. The session focuses on real-world use of workflow automation, action-based processing, and digital self-service tools to reduce repetitive work and improve consistency across teams. Rather than treating automation as a future initiative, utilities are applying it incrementally to relieve pressure in today’s operations.

The discussion also looks at how automation changes where staff time is spent. When routine tasks are removed from the queue, teams can focus more attention on complex customer issues, collections, priority accounts, and proactive outreach. Participants will leave with practical guidance on how utilities are prioritizing high-impact opportunities, deciding where human touchpoints still matter most, and turning long-standing processes into more sustainable ways of working.