Generative Artificial Intelligence (GenAI) has the potential to revolutionize the utilities sector, including electricity, water, sanitation, and gas.

According to an IBM survey, 74% of companies are already exploring or implementing AI projects in some operational phase, highlighting the growing interest in intelligent automation and efficiency.

However, large-scale adoption is still rare. Most of these initiatives remain limited to pilots or isolated tests, far from the core business. Why? The main reason is a lack of knowledge on how to start safely and at scale, along with concerns about compromising the security, governance, and reliability of critical systems – challenges that are especially sensitive in regulated sectors like utilities.

Platforms that remove adoption barriers

To address this landscape of uncertainty, platforms like Globant Enterprise AI and GeneXus Next have emerged. These solutions were designed specifically to eliminate entry barriers, enabling companies to experiment with, scale, and govern intelligent Agents and Assistants in a secure, controlled manner that complies with the regulatory demands of the sector.

With a low-code and agentic approach, these platforms allow the creation of intelligent workflows, process automation, and agent orchestration – without compromising data privacy or sovereignty over Critical Systems. In this way, Globant Enterprise AI and GeneXus Next provide a tangible path for the utilities sector to advance GenAI adoption, turning potential into real results – always with full control, technological flexibility, and a focus on security and compliance.

Intelligent Assistants: Agility, Accuracy, and Productivity

Among the many possible applications, AI can act in two main areas: Intelligent Assistants and Agents.

Assistants function as support tools for human work, enhancing decision-making capabilities. A striking example comes from a highly complex process: oil well construction.

Instead of relying solely on human experience to process large volumes of structured and unstructured data – a process that takes hours and reduces efficiency – AI can cut this time down to seconds by integrating real-time operations data, manual records, and cost reports.

From there, an intelligent Assistant can interpret unstructured data and instantly generate natural language reports, enabling faster, more informed, and well-documented decisions.

Another common challenge in utilities companies is quick access to internal information. In many cases, professionals must manually review a large volume of documentation to answer customer questions about policies and processes, making service slow and unproductive.

With AI, it’s possible to create Assistants that automatically consult the document base, respond in natural language, and provide a simple interface similar to messaging apps.

The result is a significant gain in productivity, smoother workflows for teams, and greater data handling security.

These same Assistants can also enhance customer experience by allowing direct natural language queries through utility company websites and apps.

This makes responses instantaneous, navigation shorter, and interaction more intuitive – bringing users closer to the information they need and increasing digital engagement.

Intelligent Agents: Autonomy to Predict and Act

AI Agents go beyond Assistants – they not only suggest actions but carry them out autonomously.

With these tools, it’s possible to develop smart grids that serve thousands of homes and industries.

An AI Agent can continuously monitor power flow, detect overload patterns or imminent failures, and act automatically before the issue affects customers.

If a line shows risk of overload during a consumption peak, the system can reroute energy, trigger batteries or solar panels to balance supply and demand, and notify maintenance teams with precise instructions.

All of this happens in real time, without human intervention, ensuring supply continuity, reducing losses, and improving network safety.

In the gas sector, AI Agents can also manage complex distribution networks, continuously analyzing pressure and flow in pipelines.

If there’s a risk of imbalance or leakage, the solution can reconfigure flows, isolate affected segments, and activate safety systems – minimizing risks, preventing waste, and keeping service up and running.

The future of essential services is hybrid and intelligent

Companies that adopt Generative AI and robust frameworks no longer see innovation as a risk but as a competitive advantage. The result is a more resilient, sustainable, and customer-centric sector – where human intelligence and AI go hand in hand.

If you want to accelerate this transformation with security and technological leadership, get in touch. We can show you how to make AI a strategic ally in your business.

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GeneXus vs Vibe Coding, Knowledge vs Prompting

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Low-Code + Generative AI: Challenges and Opportunities for CIOs