Ava Improves Online Capabilities for NYSEG and RG&E Customers
Improved Energy Assistant Streamlines Estimated Time of Restoration Information for Customers
BINGHAMTON, N.Y. — April 17, 2025 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) today announced new capabilities for Ava, the Companies’ online AI energy assistant. Ava can now help customers with restoration times during outages.
“Restoration times were identified as a frequently asked topic for Ava,” said Christine Alexander, vice president of customer service for NYSEG and RG&E. “We strive to continuously update our customer-focused technology. By improving Ava, customers will have their questions answered quicker and more accurately.”
Ava was initially launched by NYSEG and RG&E in 2024. The cutting edge technology answers frequently asked questions, including those concerning a customer’s bill balance, bill delays, payment arrangement or budget billing, meter reading, understanding the bill, service start or end process, power outage support, and My Account assistance. The technology provides customers with an avenue to receive quick answers while also decreasing wait times for the call center, so that representatives can work through more complex questions or situations.
Customers can find Ava on the NYSEG and RG&E homepages by clicking on the chat icon in the corner of their screen. During an outage, customers wanting to know about estimated time of restoration can tell Ava “I have a power outage at my property.” Then, by providing the appropriate account information, Ava will communicate the estimated time of restoration in a customer’s area, if available.
When a customer’s power goes out, NYSEG and RG&E provide an initial estimate on when power will be restored based on past performance restoring power in a similar situation. The term “assessing” may be used if the Companies have not yet completed their investigation of repairs. Restoration times may change as crews evaluate the cause and extent of damage.
"Outages can be frustrating for customers, which is why it's important that Ava answers this critical question for them," said Craig Paterson, senior director of customer experience and digital transformation at Avangrid, the parent company of NYSEG and RG&E. "Ava has been a game changer for customers. By developing digital solutions, we are better positioned to anticipate and react to challenges faced by our customers."
Customers are encouraged to sign up for Outage Alerts to receive updates by text, email, or phone. NYSEG customers can click here to sign up. RG&E customers can click here to sign up.
Media Contact:
Michael Baggerman