New York, Aug. 7 -- Utilities can reduce customer service costs by 30-50 per cent while improving customer satisfaction by up to 20 per cent through large-scale adoption of agentic artificial intelligence (AI), with the technology enabling an end-to-end transformation of customer operations rather than isolated AI pilots, according to a McKinsey report.

"The mandate is clear and urgent: reduce costs while improving customer satisfaction. Agentic AI makes both possible by rewiring customer operations end to end, not via AI pilots or isolated use cases," the report said, highlighting that utilities must redesign customer journeys and workflows around AI to achieve meaningful operational gains.

McKinsey said utilities are moving beyond sta...