Watch on demand: How DTE reduced weather-driven call volume with BillWise AI

Utilities are facing more unpredictable weather than ever before, and that volatility can have a major impact on customer experiences. From extreme cold snaps in Michigan to fluctuating summer usage influenced by weather patterns like El Niño, customers often see higher-than-expected bills and call centers can become overwhelmed.

DTE Energy tackled this challenge and shares their approach in our on-demand webinar, How DTE Reduced Weather-Driven Call Volume with BillWise AI.

The challenge: seasonal volatility impacts everyone

In late 2025, DTE Energy found themselves needing to address multiple challenges at once, knowing that their customers had high expectations and that creating trust-building moments with them was imperative. They faced:

• One of Michigan’s most demanding winters in recent memory
• About 10 percent more heating degree days than average in the Midwest
• Sudden spikes in energy usage driven by weather, Time-of-Use rates, and changing customer behavior
• Summer uncertainty with warmer-than-normal forecasts leading to spikes in cooling

Without proactive tools, billing and usage calls can overwhelm customer service representatives, stress customers, and increase regulatory complaints. Industry benchmarks show that 35 to 50 percent of utility calls are related to billing and usage, and some utilities see call spikes up to 300 percent during peak seasons.

The solution: AI-powered digital self-service

DTE used BillWise AI to provide customers with personalized, weather-informed insights about their energy usage. Key strategies included:

• Self-service bill understanding – Personalized usage insights, weather normalization, year-over-year comparisons, and rate transparency.
• Call deflection – Proactive high-bill alerts and predictive forecasting to reduce bill shock.
• CSR enablement – AI-generated explanations and consolidated information to reduce handle times and improve interactions.
• Improved customer satisfaction – Transparency and context built trust, reduced frustration, and decreased escalations.

Over 500,000 customers were directed to and engaged with BillWise AI, gaining clear insights while helping reduce call volume to the contact center.

Measurable impact

After implementing BillWise AI, DTE saw:

• 96 percent deflection rate on high-bill calls
• Year-over-year reduction in total calls during peak seasons
• Lower average handle times for CSRs
• Improved customer sentiment and fewer escalations

Frequently asked questions (FAQs)

Who should watch this webinar?
Utility leaders, customer experience teams, and anyone interested in using AI to reduce call volume and improve customer satisfaction.

What will I learn?
You will see how DTE used BillWise AI to provide personalized insights, reduce high-bill calls, and enable better CSR interactions.