Case Study: Pacific Gas and Electric Company saves 35,000 labor hours with PolyAI

How Pacific Gas and Electric saved 35,000 labor hours with PolyAI

Pacific Gas and Electric Company (PG&E), California’s largest utility provider, was struggling with an outdated IVR and unpredictable call spikes from weather events and emergencies. Customers were often forced to wait over an hour for help, while the existing system was difficult and costly to update across thousands of utterances.

PolyAI implemented an enterprise generative AI agent, Peggy, to handle authentication, outages, billing, FAQs, and call routing in English and Spanish, initially alongside PG&E’s legacy IVR and later with key integrations into systems like Oracle and Cisco. PolyAI helped PG&E save 35,000 labor hours, achieve 67% containment, and increase CSAT by 22%, while also reducing customer effort and improving call data accuracy.

Pacific Gas and Electric Company