American Electric Power is now live with Gigawatt’s Bill Analyzer, an AI-native capability that improves the speed of resolving billing inquiries by up to 80% while working alongside existing systems.
Gigawatt AI, the AI-native software suite purpose-built for regulated utilities, today announced that American Electric Power (Nasdaq: AEP), one of the largest regulated utility companies in the United States, is now live with Bill Analyzer through Gigawatt’s Customer module. The Gigawatt AI-native suite gives customer service representatives coordinated insights into billing, usage, weather, and interval meter data, enhancing live customer interactions and enabling more efficient resolution.
Bill Analyzer, delivered through the Gigawatt AI Customer Module, applies AI-native intelligence to combine customer information system data with billing and usage history, weather, and interval meter data during live customer interactions. This coordinated context improves by up to 80% the speed of explaining bill changes and resolving complex questions, while greatly enhancing consistency and quality.
Gigawatt’s Bill Analyzer implementation does not require replacement of AEP’s core customer information system. The Gigawatt AI Suite connects with existing CIS, CRM and related systems through Gigawatt’s Utility Data Fabric while maintaining complete security, governance, and auditability.
For the past year, AEP’s customer operations teams have contributed workflow requirements, jurisdiction-specific guidance, cybersecurity requirements, and governance considerations to help shape the Gigawatt AI Customer Module for regulated utility operations. With Bill Analyzer now live, AEP teams have greater visibility into billing patterns and potential drivers of idiosyncratic change, including weather, billing-period variation, usage patterns, and rate changes.
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Working with AEP, Gigawatt identified more than 170 customer intents representing the reasons customers contact the utility. Bill Analyzer is among the initial products released by Gigawatt as a result, designed to support billing-question driven call volume reduction, faster exception handling, clearer customer explanations, and more efficient resolution.
“Going live with Bill Analyzer through Gigawatt’s Customer module represents an important step in modernizing how we respond to customers’ billing-related questions,” said Johannes Eckert, AEP Executive Vice President and Chief Information and Technology Officer. “Customers expect clarity, transparency, and timely answers, especially when an unexpected bill affects a household budget. With this new capability, our teams are empowered to more quickly and accurately explain changes and help customers identify the optimal next step.”
“AEP’s go-live demonstrates the practical value of modular, AI-native solutions purpose-built for regulated utilities,” said Joe Berti, CEO of Gigawatt AI. “By deploying Bill Analyzer alongside existing systems, AEP is giving customer service representatives greater context without disrupting core operations. Utilities can now achieve more expedited upleveling of systems through our purpose-built, AI-native suite specifically designed for their regulated operations.”
Gigawatt’s AI-native suite supports operations via an omnichannel call center, web and mobile solution, meter to cash billing and revenue management, field service and crew management, capital planning and procurement, knowing where the power is on or off at all times and being able to communicate this to customers, and the recording of purchases to and from energy markets and choice market interactions. Its initial launch centers on the omnichannel AI-native Customer module, which coordinates engagement across call center, web and mobile channels with proactive resolution, omnichannel visibility, customer intent intelligence, exception management, and closed loop tracking to drive all customer interactions to resolution.
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