Direct Energy accelerates AI use for advanced customised efficiency services


US energy retailer Direct Energy is expanding services to its residential customers via a deepened partnership with Innowatts.

Through the partnership, Direct Energy will deliver more responsive, customised services for its US-based residential customers, adding value and reducing customer costs by providing actionable energy insights, customised plans, and an easier energy shopping experience.

Direct Energy has worked with Innowatts to accurately forecast customer demand and efficiently procure and price energy plans through a smart meter-driven energy technology framework since 2016.

Now, Direct Energy is taking the next big step to innovate with customer-centric services by deploying Innowatts’ “Product Suitability and Smart Engagement” features.

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The project will help Direct Energy to:

  • Better understand individual customers and align them with the right plans and programmes to save money and improve home comfort.
  • Develop new initiatives and services to proactively power their homes more efficiently.
  • Allow customers to opt into alerts with personalised actionable intelligence to switch plans or get their HVAC appliances tuned up.
  • The programme will allow customers to access insights from Direct Energy through their preferred delivery channel such as text, phone or email.

Direct Energy is also able to surface insights for individual customers by analysing their smart meter usage. Using this information, the company can then provide customers with a more personalised experience, including recommendations for the best energy plans and products that map to their lifestyles, whether it’s the whole family at home, or away on weekends.

Bruce Stewart, president of Direct Energy, said: “We’re committed to delighting customers with smart, tailored services that are easy to use and anticipate their changing and unique home needs, and through our expanded partnership with Innowatts we’re able to deliver genuinely personalized services at scale.

“Our customers’ energy demand is continuously evolving due to weather and their unique residential environment. But with Innowatts’ powerful smart meter insights and AI analytics, we’re able to help our customers stay ahead of the curve by providing them with creative, reliable, and cost-effective services –– and most importantly, peace of mind.”