We’re proud to announce that we’ve been honored with a Silver w3 Award in the Emerging Tech Features – AI Utility Integration category for our work with a top 20 U.S. utility provider. This recognition from the Academy of Interactive and Visual Arts (AIVA) celebrates our commitment to delivering cutting-edge, AI-powered solutions that drive real-world impact in the energy and utilities sector.
“Winning this w3 Award speaks to our pragmatism–striking the right balance between automation capabilities and delivering true business outcomes through purposeful AI adoption,” said Mwandama Mutanuka, Managing Director of Perficient’s Intelligent Automation practice. “Our approach focuses on understanding the true cost of ownership, evaluating our clients’ existing automation tech stack, and building solutions with a strong business case to drive impactful transformation.”
Modernizing Operations with AI
The award-winning solution centered on the implementation of a ServiceNow Virtual Agent to streamline internal service desk operations for a major utility provider serving millions of homes and businesses across the United States. Faced with long wait times and a high volume of repetitive service requests, the client sought a solution that would enhance productivity, reduce costs, and improve employee satisfaction.
Our experts delivered a two-phase strategy that began with deploying an out-of-the-box virtual agent capable of handling low-complexity, high-volume requests. We then customized the solution using ServiceNow’s Conversational Interfaces module, tailoring it to the organization’s unique needs through data-driven topic recommendations and user behavior analysis. The result was an intuitive, AI-powered experience that allowed employees and contractors to self-serve common IT requests, freeing up service desk agents to focus on more complex work and significantly improving operational efficiency.
Driving Adoption Through Strategic Change Management
Adoption is the key to unlocking the full value of any technology investment. That’s why our team partnered closely with the client’s corporate communications team to launch a robust change management program. We created a branded identity for the virtual agent, developed engaging training materials, and hosted town halls to build awareness and excitement across the organization. This holistic approach ensured high engagement and a smooth rollout, setting the foundation for long-term success.
Looking Ahead
The w3 Award is a reflection of our continued dedication to innovation, collaboration, and excellence. As we look to the future, we remain committed to helping enterprises across industries harness the full power of AI to transform their operations. Explore the full success story to learn more about how we’re powering productivity with AI, and visit the w3 Awards Winners Gallery to see our recognition among the best in digital innovation.
For more information on how Perficient can help your business with integrated AI services, contact us today.
