Guidehouse
Debbie Brannan is a director at Guidehouse leading a team that delivers data and analytics services to commercial energy providers. She brings fifteen years of experience partnering with clients to develop analytics solutions that enable data-driven decision-making in a rapidly changing industry.
Where do you see AI and new technologies having an immediate impact on utility operations today? What can utilities do to position themselves as fast followers?
Debbie Brannan: New technologies like AI are having an immediate impact on utility operations today, particularly in corporate services, such as customer service operations, regulatory compliance, and supply chain management.
AI tools automate routine tasks and transform vast amounts of data into actionable insights, leading to better decision making, reduced risk, improved customer service, improved accuracy, and enhanced safety. For example, in customer service, AI offers personalized interactions, cost-effective solutions, faster response times, and data-driven insights that boost customer satisfaction, operational efficiency, and resource allocation.
AI is also driving innovation in process-oriented services, such as field operations and storm recovery. Predictive analytics, real-time damage assessments, and optimized crew deployment enhance these operations. For instance, AI can forecast storm impacts, identify vulnerable infrastructure, and pre-position resources, reducing response times and improving safety. AI-powered tools like drones and automated dispatch systems streamline inspections and prioritize repairs, allowing faster service restoration while minimizing costs and risks.
If utilities are to become fast followers in AI adoption, they should build a robust ecosystem that strategically integrates AI and other new technologies into their operations and across their networks.
The starting point is establishing strong data governance to ensure data quality, accessibility, and security, because clean and structured data is essential for effective AI implementation. Utilities should also create centers of excellence to drive innovation, identify high-impact use cases, and scale successful pilots across the organization.
Cross-functional teams can foster collaboration between IT and business units, ensuring alignment with organizational goals and accelerating deployment. Training employees to build AI fluency is crucial because they can then effectively leverage AI, foster innovation, and become agents of change, ensuring a successful digital transformation. By combining these strategies, utilities can achieve early wins that lay the foundation for long-term AI integration.
