Eliminating bill surprises and increasing call center efficiency with DTE

The challenge that DTE faced

DTE Energy serves 2.3 million electric customers across Michigan, many of whom were increasingly impacted by rising energy costs. As bills grew more complex and less predictable, customers experienced confusion and frustration—driving a sharp increase in inbound billing-related calls.

This surge strained call center operations, raised costs, and negatively affected customer satisfaction. DTE Energy needed a modern solution that could reduce bill anxiety while improving operational efficiency.
Specifically, they sought to:

• Simplify complex bills for customer and CSRs
• Give intelligent, personalized recommendations to lower customer costs
• Forecast bill amounts and monitored high bills in order to proactively alert customers of any concerns

DTE’s utility billing performance breakthrough

DTE Energy partnered with Convey to transform their billing processes. Within weeks, DTE Energy CSRs and customers were utilizing BillWise AI to simplify and understand their bills.

The solution delivered:

• Consumer-facing bill intelligence that simplifies usage, costs, and upcoming bill forecasts.
• CSR-facing tools that surface real-time, actionable insights, giving representatives a deeper understanding of each customer’s bill and the confidence to communicate clearly
• Generative AI insights that explain the underlying drivers behind bill changes and recommend next steps.
• Future-ready innovations combining billing insights with Convey’s intelligent workflows to enable proactive, personalized messaging around bill changes and preventing bill surprises.

Clarity for customers. Confidence for CSRs.

Results that DTE had with Convey

The impact was immediate and measurable, reducing operational strain while strengthening trust through clearer, more proactive communication.

• 95% call deflection rate among BillWise AI users.
• 30% increase in First Call Resolution
• 30% reduction in Average Handle Time, decreasing calls from 27 minutes to 19 minutes
• Up to $1 million in savings per 100,000 customer calls
• 11-point increase in Net Promoter Score following release

On-demand webinar: How utilities can eliminate bill surprises & gain call center efficiencies with DTE

As energy costs fluctuate and customer expectations rise, utilities are under increasing pressure to deliver predictable bills, proactive communication, and seamless digital experiences. In this executive fireside chat, leaders from Convey and DTE will share how they’re navigating these challenges and setting a new affordability standard for 2025 and beyond.

Convey CEO Maulik Datanwala, Convey General Manager Rahul Prakash, and DTE’s Evette Hollins, VP of Customer Experience, will discuss how utilities can drive measurable improvements by reducing bill surprises, simplifying affordability programs, and empowering call center teams with better tools and more informed customers. This conversation will spotlight real-world results, new digital engagement capabilities, and strategies shaping the next era of customer experience.

Whether you’re planning budgets, designing digital journeys, or rethinking your customer assistance approach, this year-end briefing will equip you with the insights needed to improve satisfaction, reduce operational strain, and deliver predictable, positive outcomes for customers.

Frequently Asked Questions about DTE’s billing transformation

How does BillWise AI help prevent bill surprises?

BillWise AI forecasts upcoming bills, monitors for unusually high charges, and proactively alerts customers when potential issues arise. It also explains the underlying drivers behind bill changes and offers personalized recommendations to help customers manage costs before problems escalate.

What changed for DTE’s call center teams after implementation?

CSRs gained real-time, actionable insights into each customer’s bill in a single screen. This reduced call complexity, shortened handle times, improved first call resolution, and increased confidence during billing conversations.

What impact did BillWise AI have on customer satisfaction and operations?

The results were immediate and measurable. DTE achieved a 95% call deflection rate among BillWise AI users, reduced average handle time from 27 minutes to 19 minutes, and increased first call resolution by 30%. These improvements drove significant cost savings and contributed to an 11-point increase in Net Promoter Score.

Why are billing calls so challenging for customer service representatives?

Billing calls often require CSRs to navigate multiple systems to piece together usage, rate, and billing data. This increases handle time, raises stress levels, and makes it harder to deliver confident explanations. Without unified billing insights, even experienced representatives struggle to provide fast, clear answers.

How does bill clarity affect customer trust?

Bill clarity is directly tied to trust. When customers understand what they are paying for and feel informed rather than surprised, they are more likely to view their utility as transparent and fair. Clear communication reduces the perception that bills are intentionally confusing and helps preserve long-term customer relationships.

What will utility customers expect in 2026?

In 2026, customers will expect transparency, personalization, and consistency across every interaction. They want to understand future costs, see how their usage compares over time, and receive insights that help them take control of their bills. Satisfaction will increasingly depend on proactive guidance rather than reactive support.