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What’s ahead for Sweden in energy and utility in 2025? Tilix and MaxBill visionary leaders speak out.

An Information Systems Engineering firm Tilix AI and Modern Billing and CIS provider MaxBill have united to host an insightful webinar to discuss Top Trends in Swedish Energy and Utilities in 2025. 

The event has provided a compelling overview of future opportunities and challenges, grounded in Tilix’s expertise in Data Science, IoT, and Digital Twin technologies, which drive innovation in processes, products, services, and software for clients pursuing Net Zero goals. 

Combined with MaxBill’s 29 years of experience in the energy and utility sectors, the discussion offered actionable insights on emerging business opportunities, potential risks to mitigate, and key regulatory requirements to navigate.

In this piece, you will get the most powerful insights from the event. Let’s dive in!

AI makes utilities to ask themselves: are you a tortoise or a hare?

Top trends in energy and utility in 2025

Artificial Intelligence (AI) is rapidly reshaping industries, including utilities, by combining data science, innovation, and economics to create transformative solutions. AI is finding its way into marketing, sales, billing, metering, and ESG compliance in the utility sector, signalling a new era of efficiency and innovation.

This trend forces utilities to reconsider their pace of adoption: should they move cautiously like the tortoise, ensuring stability and compliance, or embrace the hare’s strategy, rapidly leveraging AI to seize new opportunities? The answer will determine their ability to compete and thrive in an increasingly AI-driven world.

“AI transformation journey for utilities is a triathlon, not a sprint or marathon, and utilities are often seen as a tortoise here. But this is a stereotype. It’s important to embark on the race and educate yourself,”

– Neil Williams, Tilix Data Scientist.

Access to data is an asset, and utilities can use it for the client’s benefit

Top trends in energy and utility in 2025

MaxBill leverages AI and Machine Learning (ML) to transform data into a strategic asset for utilities, enabling enhanced decision-making and superior customer experiences. By integrating vast datasets, including service consumption, customer interactions, and payment histories, MaxBill’s platform offers actionable insights that optimize operations and improve resource allocation. Its advanced ML models predict customer behaviour, detect potential issues and adapt dynamically to maintain performance.

The churn prediction model identifies customers likely to leave by analyzing historical interactions and behaviour patterns, enabling utilities to implement targeted retention strategies. Similarly, the debt prediction model pinpoints high-risk contracts, helping providers mitigate financial risks by addressing contributing factors. 

Through “what-if” simulations, MaxBill allows utilities to test scenarios—such as changing contract terms or payment methods—offering insights into potential outcomes and empowering data-driven decisions. 

“MaxBill transforms data into a strategic asset, enabling energy providers to refine their processes and deliver a superior customer experience through a data-driven approach. This not only optimizes resource allocation but also positions businesses for sustained growth,

– Rost Bittellikh, MaxBill’s VP of R&D

ESG compliance is no longer paperwork, it’s impacting investments and funding that utilities receive

Insights into what's ahead for energy and utility in 2025

​​With ESG compliance and reporting evolving from voluntary frameworks to legally binding mandates like the Corporate Sustainability Reporting Directive (CSRD), energy and utility companies are under increasing pressure to meet rigorous standards.

CSRD elevates sustainability reporting to the level of financial reporting, driving a need for digital transformation to manage the complexity and scale of required data. This shift is especially significant for energy and utilities, given their carbon emissions and regulatory exposure.

Digitalization plays a crucial role in enabling companies to navigate these demands. AI-driven tools automate data collection, validation, and reporting, reducing the burden on teams and ensuring accuracy in emissions calculations and compliance frameworks. 

 Are sustainability reports mandatory for all companies in Sweden and Europe? 

“European-wide mandates, such as the Corporate Sustainability Reporting Directive (CSRD), currently apply to large organisations but are gradually extending to smaller businesses. Companies must prepare to disclose total emissions, including Scope 1 (direct), Scope 2 (indirect from energy), and Scope 3 (supply chain-related). Even if not immediately affected, businesses within supply chains will increasingly face compliance requirements as regulations tighten,”

 – Niladri Roy, Tilix Energy Economist.

Interactive Q&As: chatbots and AI agents as the next big trend in utilities

Insights into Swedish energy and utility

AI agents are transforming the landscape for utilities by going beyond traditional chatbots. These advanced systems not only answer basic customer inquiries but also deliver hyper-personalized advice, such as tailored energy-saving tips. AI agents integrate natural language understanding and generation, enabling more conversational and action-oriented interactions that align closely with customer expectations for quick, human-like responses.

For utilities, AI agents provide significant value by streamlining workflows across departments. For example, they can link customer service seamlessly with billing and maintenance teams, reducing operational friction. 

Moreover, AI’s ability to handle sensitive customer data has driven advancements in security, ensuring compliance with robust InfoSec standards. 

With niche applications like predictive maintenance and outage reporting, utilities can also enhance service reliability while optimising resource allocation. By continuously learning and improving, AI agents are not only helping utilities meet short-term objectives but also setting the foundation for long-term success.

“Giving your customers access to multiple-choice or pre-determined answers quickly and directly might be all you need for certain areas of your use case,”

 – Johan Ekroth, Tilix Business Developer.

Virtual CSRs provide extra capabilities for end-users and replace staff of energy service providers

Virtual Customer Service Representatives (CSRs) are transforming the utility sector by integrating advanced AI chatbots with back-office systems to streamline operations and enhance customer interactions. 

For utilities, virtual CSRs can be seamlessly integrated into self-care portals and call centres, acting as both customer-facing assistants and internal operational tools for employees. By offering natural conversational interactions and personalized support, they ensure customers receive clear explanations of charges and swift resolutions to inquiries.

These virtual CSRs deliver capabilities comparable to human support staff, enabling self-service options such as submitting meter readings, resolving billing queries, and generating reports—all within a secure, GDPR-compliant environment. This reduces the workload on staff while improving accessibility and customer satisfaction.

AI-Quotation: engage in negotiations with tangible assets in your hands!

AI quotation is designed for B2B sales professionals in the energy supplier sector, including sales teams and brokers. It simplifies the preparation of tailored commercial offers for business clients, leveraging client-specific data like consumption history, standing fees, and dynamic pricing.

 Salespeople can input unstandardized data, such as free text or historical consumption records, and the platform processes this information to create polished, professional quotes. The tool also allows for customizable parameters and visual comparisons, enabling users to identify the most advantageous options for both parties.

Key outcomes include detailed cost breakdowns by components and months, clear and transparent offers, and enhanced decision-making for both sales teams and clients. By streamlining quote generation and improving negotiation capabilities, the platform increases efficiency, reduces manual effort, and boosts contract conversion rates. 

Accessible via a secure website without installation, this solution provides a robust sales enablement tool tailored to the needs of energy suppliers, brokers, and business clients, ensuring well-structured and actionable insights for successful negotiations.

Having any questions about modern billing and CIS solutions? Reach out to MaxBill pros!

About Tilix AI www.tilix.ai

Tilix AI is an Information Systems Engineering specializes in developing and optimizing processes, products, services, and software for clients committed to achieving Net Zero emissions. The company leverages Data Science, the Internet of Things (IoT), and Digital Twin technologies to enhance efficiency and minimize the environmental impact of energy-intensive activities. Tilix AI offers both services and software solutions, utilizing its team’s domain knowledge and technical expertise to provide data-driven insights tailored to clients’ specific needs.

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