AI-Powered QA Automation for Energy & Utilities: Efficiency, Compliance, CX

The energy and utilities landscape is changing—and customer demands are growing. Use AI and quality assurance to empower your agents, navigate evolving customer expectations, and ensure compliance as you scale.

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Quality Assurance for Energy & Utilities Companies

Tailored solutions for the energy and utilities industry

Challenge

Solution

Ensuring operational efficiency as you grow

Renewables, new incentives, grid disruptions, seasonal spikes—the energy landscape is always shifting. This brings a greater volume of customer interactions and more complex queries. You need to adapt fast and scale your QA without sacrificing operational efficiency.

Automated QA that scales with you

Automatically evaluate up to 100% of interactions with GenAI Auto Scoring for total operational insight. No need to add QA headcount for seasonal spikes. Find and eliminate process inefficiencies, uncover root causes, track customer sentiment, and more.

Maintaining CX and agent performance at scale

It’s not just rising volumes—customer demands are higher than ever too. Consumers want self-service, omnichannel, personalization, and more. Your agents need to exceed these expectations and meet targets for metrics like CSAT, AHT, and FCR.

Targeted, strengths-based coaching

Analyze 100% of interactions with AI to pinpoint agent strengths and weaknesses and build targeted coaching plans. Keep your team engaged and deliver consistent CX even in uncertain times. Deliver feedback via custom agent dashboards. Cut hiring costs and simplify onboarding with our LMS.

Meeting strict compliance requirements

In a highly regulated industry with frequent policy updates, you need to ensure data security and compliance around sensitive payment information while maintaining service quality standards. Noncompliance can mean significant financial and reputational damage.

100% compliance coverage with AI

Achieve total compliance coverage with GenAI Auto Scoring and protect your business as you scale. Create custom scorecards with auto-fail rules, critical failure measures, and built-in alerts. Quickly identify potential compliance risks and intervene immediately to mitigate risk.

Webinar | Positive QA: How to Embrace Strengths-Based Coaching

The QA landscape has changed—we’ve swapped the stick for the carrot. Discover the best practices for implementing strengths-based coaching and why it’s essential for agent engagement.

Our Track Record

How Urban Utilities Used Scorebuddy to Improve Business

How Tide Automated QA and Improved Efficiency with Scorebuddy

How ConnectPay Used Scorebuddy to Boost Agent Performance and Mitigate Risk

See all case studies here

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Our Energy & Utilities Customers

The most helpful thing about Scorebuddy is the teamwork it builds in our efforts of improving individual as well as team quality. It is great at allowing self-led development but is also perfectly structured to work towards preset goals and team goals. It allows interaction with your team managers as well as your quality evaluators for optimized results through communication. The interface is user friendly across the various levels of access which is invaluable in interactive learning on a road to improving overall quality results

Daria S, Enterprise Energy & Utilities Customer

The system is highly user-friendly, and the Scorebuddy team is very knowledgeable and helpful. The design is fantastic—Scorebuddy continually looks at future improvements. I am one of the biggest fans, if not the biggest fan, of Scorebuddy since 2019. Brilliant quality management system, excellent reporting tool with feedback options from both parties—Scorebuddy is two systems in one and very affordable. We have certainly seen improvements in all areas of our business using Scorebuddy.

Nellie H, Customer Experience Quality Lead

We are able to use Scorebuddy to review calls and to also send query updates to the agent with a detailed response, this means quicker response times to the customer and more clarity for the agent who had sent the query.

Mid-Market Utilities Customer

Energy & Utilities partners

FAQ

How configurable is GenAI Auto Scoring? Can I customize the scoring criteria?

Yes, the AI scoring criteria is completely configurable. Unlike other AI-QA tools, with rigid limitations and predefined question sets, GenAI Auto Scoring puts the power of AI in the hands of the end user. You can adjust sections, questions, answers, comments, causes, tips, and more to your liking.

You’ll even be able to apply tailored scorecards across the business, ensuring you meet the unique needs of different channels, interaction types, departments, and more.

Does Scorebuddy provide audit trails and reports, so I can demonstrate compliance to regulators?

Yes, the analytics and reporting tools included with Scorebuddy can be used to provide a clear, accessible audit trail and track record of your due diligence.

You can even create custom reports aligned with your specific regulatory requirements to showcase how you’ve addressed previously identified risks and ensured organizational compliance.

If you add Scorebuddy BI, our business intelligence tool, you can build reports even quicker using a simple drag-and-drop and share them with each stakeholder—even if they don’t have access to Scorebuddy.

How much does Scorebuddy cost?

Details of our different plans are available here. You can view the features included with our Business and Enterprise plans, as well as details of optional add-ons like Scorebuddy BI, Scorebuddy Coaching, and our integrated, fully featured learning management system.

How does the trial process work?

You book a meeting and tell us about your needs and challenges. Using this information, we design a custom trial just for you. You'll have a dedicated account manager throughout the entire process and full access to our QA solution. At the end of our trial period, we'll catch up and see how it went.

Is Scorebuddy ISO 27001 certified?

Yes, Scorebuddy is fully ISO27001 certified. You can read details of our security and data usage practices here.