United StatesEnergy and utilities2025 – ongoingPacific Gas and Electric Company
Peggy voice agent for outage and billing calls
PG&E's Peggy voice agent saved 35,000 labor hours, according to PolyAI
Problem
Weather emergencies caused call surges that overwhelmed PG&E's older phone system. Customers sometimes waited more than an hour for an agent.
Approach
PG&E worked with PolyAI to deploy Peggy alongside its existing phone automation. Peggy provided location-specific outage updates and answered billing questions in English and Spanish. It could send links for customers to complete tasks online.
Results
Takeaway
The reported labor savings accompanied higher call containment. PolyAI did not state the accumulation period for those savings.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
PolyAI described Peggy's outage and billing workflows. It reported 35,000 labor hours saved, 67% containment and a 22% increase in outage-call satisfaction.
PG&E described Peggy as its new virtual assistant in October 2025. Customers could speak naturally instead of selecting numbered telephone options.
Full details are in the original sources.
