At Franklin Energy, we know that solving today’s energy challenges takes more than smart technology. It takes better ways to connect with people. That’s where behavioral demand-side management (DSM) comes in—programs that use data analytics, incentives, and behavior-based motivators to help customers make smarter energy choices. These tools work. But too often, they operate in silos—missing out on the power of integrated engagement.
So what happens when we bring them together with AI? We get a new kind of DSM: connected, responsive, and built for impact.
AI-powered chatbots aren’t new—but they’re redefining what’s possible in energy programs. Once seen as tools for retail or service support, these conversational agents are now helping utilities deliver real-time, personalized energy advice. They guide users through everything from reducing usage during a peak event to understanding bill spikes or enrolling in rebates. And they do it across channels customers already use—phones, tablets, and even voice assistants.
This isn't about replacing people. It's about making every customer touchpoint smarter, faster, and more helpful.
With tools like Franklin Energy’s Nexus behavioral platform, we’re using smart meter data and AI modeling to craft messages that actually resonate. Instead of generic advice, customers get insights based on their home, usage patterns, and energy goals. That might mean a heads-up about high weekend usage, a reminder to shift laundry to off-peak hours, or an instant rebate for a new smart thermostat.
These messages don’t just inform—they empower. They help people make decisions in the moment, creating habits that last.
Good engagement goes beyond tips. It builds trust—and even makes energy fun. Many utilities are experimenting with gamified experiences like energy-saving challenges, points-based rewards, and dashboards that show progress over time. Combined with micro-lessons on topics like home efficiency or climate resilience, chatbots can become powerful educators.
Especially for digital-native users, this format feels natural. It helps demystify energy use and brings new voices into the conversation.
One of the most persistent DSM challenges is fragmentation among departments, vendors, and platforms. AI tools help tie those threads together. When a chatbot integrates with systems like NGAGE, Franklin Energy’s program delivery platform, it can sync across customer service, billing, rebate management, and demand response programs.
That means a customer learning about energy-efficient appliances can immediately be offered a discount, guided to a contractor, and enrolled in peak-time alerts—all within the same conversation.
Utilities using AI chatbots aren’t just innovating for innovation’s sake. They’re seeing real outcomes: a Midwestern utility using AI-driven notifications saw customer engagement rise 22% during high-demand events. Another saw significant gains in participation from younger renters—a group that often slips through the cracks.
Platforms like ours are designed for smooth deployment and integration, so utilities can start fast and scale easily. And because the AI continues to learn, the system gets better with time—delivering greater insight and impact every step of the way.
What feels advanced today will soon be expected. Customers want frictionless, value-driven experiences. Regulators want scalable, proven outcomes. And utilities need tools that cut through complexity and deliver on both fronts.
By bringing AI into behavioral DSM, we’re not just upgrading systems. We’re redefining how people and programs work together—connecting insights, actions, and results in ways that benefit everyone.
At Franklin Energy, we’re building that future. One conversation at a time. If you're ready to discover how we can help your utility, get in touch.