September 2026
Member Spotlight
In 2026, we will recognize one member each month, providing an organizational profile and highlighting the member's accomplishments in the smart energy space.
About Convey
Convey is the engagement operating system for utilities and regulated industries, delivering intelligent customer workflows that transform compliance into seamless, human-centered experiences. Purpose-built for complex environments, Convey enables timely, accurate and personalized communication during critical moments, helping organizations reduce costs, mitigate compliance risk and strengthen customer trust at scale. Convey is a portfolio company of OceanSound Partners and Energy Impact Partners. For more information, please visit goconvey.com.
Turning Bill Shock Into Trust
Energy bills are growing more complex just as costs are rising, and customer confusion often shows up as a phone call. Convey's BillWise AI, built on energy analytics technology the company gained through its 2025 acquisition of Powerley, gives utilities a way to get ahead of those calls. The solution combines billing data, rate information and AI-driven recommendations in one secure place, using machine learning and appliance level usage disaggregation to explain, in plain language, why a bill changed before a customer has to ask. Along the way, BillWise AI also helps utilities stay aligned with evolving billing and disclosure standards, turning affordability and transparency requirements into a routine part of the customer experience rather than a compliance afterthought.
Two Dashboards, One Source of Truth
BillWise AI is built around a single, unified view shared by customers and customer service representatives alike. On the customer portal, households see a full bill breakdown, usage history and a forecast of what next month is likely to cost, along with the specific factors, weather, seasonal use and rate changes that are driving the difference. On the CSR side, that same real-time data populates an agent dashboard so representatives can explain a bill accurately on the first call rather than researching offline or escalating. Because both views draw from the same source of truth, the customers and the CSRs are always looking at the same numbers.
BillWise AI's customer dashboard and CSR portal draw from the same real-time billing data.
Alerts Before the Bill Arrives
A proactive high-bill alert delivered by RCS, with next-best-action options built in.
BillWise AI does not wait for the billing cycle to end. When a customer’s projected charges are above a threshold they have set or trend above their typical usage, a high bill alert will be sent.
A proactive, omnichannel alert, that could include RCS messaging, flags the projected total, explains the likely cause, such as a cold snap driving up heating use, and offers next steps: lower the bill, get payment support or learn more about what is driving the increase. End-to-end encryption and integrated single sign-on keep the experience secure across every channel.
Results Utilities Can Measure
At DTE Energy, which serves 2.3 million electric customers across Michigan, BillWise AI helped reduce average handle time by 30%, cut billing related calls by 95%, lift CSR CSAT scores by 30% and contributed to an 11-point increase in Net Promoter Score. More broadly, utilities using the combined Convey and Powerley toolkit have seen call center volume drop by as much as 30% as customers get answers before they feel the need to pick up the phone.
Together, these capabilities reflect Convey's broader approach: turning a routine but high-stakes interaction like the monthly bill into an opportunity to build trust, lower cost to serve and keep customers and CSRs confident in what they are seeing. For utilities weighing how to modernize the billing experience without adding operational complexity, BillWise AI offers a proven, purpose-built place to start.
