9 TCS AI for Business Study – Utilities Report Personalized interactions are top AI customer focus areas When it comes to customer engagement, organizations say they’re moving beyond commonplace chatbots. While chatbots for sales and product support remain important to Utilities companies, their use is starting to be supplanted by other AI-driven means to accomplishing these goals. 1% 15% 28% 39% 38% 44% 36% 4% Al-designed go-to-market strategies Gaining insights by analyzing customer behaviors and data More personalized, Al-driven interactions with our products/services themselves More personalized interactions/engagements for post-sales support (other than chatbots) More personalized interactions/engagements with our marketing initiatives (other than chatbots) Chatbots for product/service support Chatbots for marketing/sales support We are not exploring the use of Al in any customer interactions Q. In what ways are you exploring AI's impact on your relationships with customers?