Context: In utilities, customer satisfaction is less about delight and more about confidence, reflecting whether the utility behaves predictably and keeps the commitments it makes.

Challenges: Customers are unsure when power will return, don't know whether a request is progressing, and promises feel conditional, with each moment of ambiguity weakening trust even when the issue is eventually resolved.

Solution: The Customer Satisfaction Guidance Agent, an AI agent built using Microsoft Copilot Studio, monitors service commitment timelines as they approach risk and intervenes during update and resolution follow-through, flagging slipping timelines before uncertainty sets in for the customer.

Impact: Utilities adopting this approach see expectations set carefully and follow-through become reliable, with satisfaction scores rising because trust becomes routine, earned through disciplined execution.