EDF has announced the rollout of its industry-first 'Bill Explainer' tool for its 3.4 million residential and small business customers, following a successful pilot phase. Powered by artificial intelligence, this innovative digital solution is designed to demystify energy bills by providing customers with a clearer, more accessible understanding of their charges and usage.
How the Bill Explainer Works
Using AI to present bills in a more customer-friendly way, 'Bill Explainer' offers an interactive, step-by-step breakdown of each bill. It highlights key information and provides tailored explanations based on individual accounts, helping customers quickly understand what they are paying for and why. By making it easier for customers to find answers independently, the tool supports a smoother customer experience while allowing service teams to focus on more complex enquiries, the energy provider says.
Positive Results from Pilot Phase
During the pilot phase, the tool was made available to more than 58,000 customers, with thousands choosing to explore their bill through the new experience. Early results indicate a positive shift in how customers engage with their bills, with billing-related contacts decreasing by 5.6% among those who used the tool. This suggests that clearer information can help customers resolve queries more independently.
Mark Askew, Solutions and Automation Director at EDF Energy, said in a statement: 'Energy bills haven't always been easy to understand. Our Bill Explainer tool changes that by making information clearer and more accessible, so customers can feel more confident about what they're paying for and why.'
EDF, which competes with Scottish Power, British Gas, OVO, EON Next, and others, serves households across the UK, including those in Birmingham. The rollout reinforces EDF's focus on using innovation to improve customer experience, making energy simpler, more transparent, and easier to manage.
