Connecting the dots
Suraiya Khoja, VP of Product & Enterprise Innovation, shares how data and technology are critical to understanding the unique needs of our customers.
Across the enterprise, we're seeing groups shift their vocabulary from 'I think' to 'I know.' By connecting the dots throughout the business, our teams better understand how to apply insights and use technology to better meet the next generation of customer needs.
"The organizations that will win are the ones that blend machine intelligence with human judgment most effectively."
Kim Hales
Senior Vice President, Information Technology
Highlights
Driving growth and innovation
Because of NRG's diverse business operations, we are using data and artificial intelligence (AI) across the entire value chain – from the generation of an electron, to its delivery, and AI-enabled management.
With AI trends making data increasingly relevant, NRG is in a special position because we've long prioritized the connection between data and energy. We're leading by making power smarter and more personal for our customers.
Smart agents deliver more personalized customer service
NRG is now using AI agents to assist our customer care teams by quickly digesting large amounts of customer information, like contract details and message history, to recommend the best solutions in record time. These capabilities also allow our teams to identify and offer the best-fit service options for customers more efficiently.
Maintaining the human element
We view automation as a tool, and so NRG only pursues AI that enhances our core operations or customer experience. In other words, AI initiatives are aligned with business goals and customer needs. Automation enhances efficiency but ultimately, human judgment and oversight are crucial for responsible AI deployment. To ensure that we operate responsibly, NRG uses rigorous evaluation frameworks to assess the safety, potential and practicality of AI before deploying any new technology or tool.
Our progress
Smart agents are helping our team automate or perform tasks up to 99% faster and while also offering 24/7 support.
We have seen some agents help double customer Net Promoter Scores (NPS), a metric used to measure customer loyalty and satisfaction.
AI has helped our employees accomplish over 20% more operational productivity.
Infrastructure and cybersecurity
Our focus on robust infrastructure ensures we can stay in step with the industry and quickly adapt to evolving market conditions without compromising security. With NRG making major strides in the smart home and residential consumer space, maintaining our customers' trust remained a top priority.
Our progress
No SEC material cybersecurity incidents in 2024
As we look to the future, we know that our journey does not end here. Our focus remains on implementing emerging tools and technologies strategically and ethically — to optimize business processes and meet the evolving needs of our customers. The future of NRG is bright, and our commitment to data-driven strategy and security will be the key drivers behind our next phase of innovation.