AEP resolves billing questions 5x faster with Bill Analyzer
AEP uses Gigawatt Bill Analyzer to help Customer Care agents resolve complex billing questions up to 80% faster. By bringing billing and customer context into one view, the capability helps agents identify bill drivers and deliver clearer, more consistent explanations during live interactions.
Up to 80% faster complex billing-question resolution
170+ customer questions and issues identified with AEP
Existing CIS preserved as the authoritative system of record
About American Electric Power
American Electric Power (Nasdaq: AEP) is one of the nation’s largest electric utilities, serving 5.6 million customers across 11 states. Headquartered in Columbus, Ohio, AEP operates the country’s largest electric transmission system and is investing $78 billion through 2030 to enhance service and support growing community energy needs. With approximately 18,000 employees and roughly 33,000 megawatts of owned and contracted generating capacity, AEP is focused on reliable, affordable power, safety, operational excellence, and long-term value for the communities it serves.
Billing questions need connected context
An unexpected bill can affect a household budget, so customers expect clarity, transparency, and timely answers. For Customer Care agents, a clear explanation can require reviewing several factors while the customer waits.
Customer and CIS data
Account, rate, and billing-period information establishes the basis for each inquiry.
Billing and usage history
Historical bills and usage patterns help explain what changed.
Interval meter data
Meter data adds detail about when usage changed during the billing period.
Weather, rate, and billing-cycle context
Weather conditions, rate changes, and billing cycles complete the picture behind a bill difference.
One workflow for clearer answers
Bill Analyzer combines CIS data with billing and usage history, weather, and interval meter data during live customer interactions.
Delivered through Gigawatt’s Customer module, Bill Analyzer gives Customer Care agents coordinated insight into potential bill drivers. Rather than manually assembling context across systems, teams can review the relevant account information, identify the factors behind a change, and explain the bill and next best step with greater clarity.
Bill Analyzer is designed to support:
Faster resolution of billing-related questions
Clearer, more consistent customer explanations
More efficient billing exception handling
Billing-question-driven call-volume reduction
Better visibility into account-specific changes
More confident agent next-step guidance
Bill Analyzer works alongside AEP’s existing CIS, which remains the authoritative system of record.
Faster answers and clearer explanations
AEP agents can answer complex billing questions up to 80% faster with Bill Analyzer while improving the consistency and quality of responses.
5x faster resolution
Resolve complex billing questions up to 80% faster.
170+ customer scenarios
170+ customer questions and issues identified with AEP.
Clearer answers
Clearer, more consistent customer explanations.
CIS preserved
Existing CIS preserved as the authoritative system of record.
“Gigawatt’s Bill Analyzer helps our agents quickly understand what is affecting a customer’s bill and answer complex billing questions up to 80% faster, while improving the consistency and quality of responses.”
Jorge Barba, Managing Director, Head of Data & AI at American Electric Power
Ready to improve billing question resolution?
Give Customer Care teams the context to explain complex billing questions faster and more clearly.