Hydro Ottawa is using artificial intelligence (AI) to improve operations, boost customer service, and keep up with fast-changing technology and new regulations.
With aging infrastructure, higher customer expectations, and more renewable energy in the system, Hydro Ottawa launched a wide-ranging AI project. The goal is to fix current issues, prepare for future challenges, and build a stronger, more sustainable energy system.
Smarter Operations with AI
At the heart of this effort is the Google Gemini Project, which uses Duet AI inside Google Workspace. This has already made a big impact. Employee surveys show that staff now save about three hours each week and produce higher-quality work.
AI also helps reduce equipment failures and power outages. Tools for predictive maintenance and outage management allow the company to fix issues before they cause problems.
Hydro Ottawa also uses AI to improve customer satisfaction. AI tools offer faster service, personalized energy tips, scam protection, and insights based on call data. A new tool, Call Insights, still in testing, tracks real-time trends to spot issues faster and cut costs.
These AI tools work with the company’s existing systems. For example, customer-focused tools link with the company’s CRM system, giving staff a full picture of each customer’s experience.
Clear Results and Industry Impact
Hydro Ottawa reports fewer equipment failures, shorter outages, and better customer satisfaction. The company made sure to train staff and manage risks to ensure a smooth rollout.
This AI push not only improves how the company works but also raises the bar for other Canadian utilities. Hydro Ottawa sees AI as a long-term investment in its communities and the environment. Its approach could guide other utilities through today’s fast-moving tech landscape.