Revolutionary 24/7 AI agent achieves 97% issue resolution rate in first month, setting new standard for energy software support 

PHILADELPHIA – November 2025 – Customized Energy Solutions (CES), a leading provider of technology solutions for competitive energy markets, today announced the successful launch of AVA (AI Virtual Assistant), an intelligent chatbot integrated directly into its CES|BLUE billing and customer care platform. Since its November 4th launch, AVA has demonstrated remarkable effectiveness, resolving 97.1% of customer inquiries without requiring human intervention while maintaining an 87.2% customer satisfaction rating. 

In its first month, AVA has handled over 350 conversations, fundamentally changing how energy retailers interact with the CES|BLUE platform. Fully trained on CES|BLUE documentation and rigorously tested against real-world scenarios, AVA provides instant, conversational support—answering questions like “How do I approve a statement?” or “What does this feature do?” in seconds. 

“The early results speak for themselves—AVA is exceeding our expectations and transforming the customer experience,” said Gustav Beerel, Senior Business Leader, Retail Services at CES. “With nearly 97% of inquiries resolved instantly by AI, our clients are working faster and more efficiently than ever. This isn’t just about adopting new technology; it’s about fundamentally reimagining how enterprise software serves the energy industry. AVA represents our commitment to continuous innovation and putting our clients’ needs first.” 

Performance Highlights: 

  • 97.1% of conversations resolved without human support intervention 
  • 87.2% customer satisfaction rating 
  • 79.8% resolution rate with positive feedback 
  • 350+ conversations handled since November 4th launch 
  • 24/7 availability for instant support 

Early User Feedback: 

Energy retailers are already experiencing the impact of AVA’s capabilities. “Quick critical information at my finger tips. Do not have to lose myself in reading lots of pages to find the answer. Love it!” shared a Senior Financial Analyst at a large Houston-based retail supplier. 

An operations professional at a top 5 retail supplier noted, “It helped me get to the reasoning behind your process and instructions faster than sending an email or sending a JIRA ticket with a question.” 

The AI assistant delivers several key advantages for energy retailers: 

  • Instant answers in seconds, eliminating time spent searching for information 
  • Always-on availability, providing support even outside traditional business hours 
  • Natural language processing that understands questions asked in everyday language 

Feature discovery that helps users unlock the full potential of CES|BLUE 

CES emphasizes that AVA complements, rather than replaces, human support. The company’s support team and JIRA Service Desk remain available for complex inquiries or when clients prefer to speak with a real person. 

AVA is now live and accessible to all CES|BLUE clients through a chat icon in the bottom-right corner of their platform. 

About Customized Energy Solutions:  

Customized Energy Solutions (CES) is a leading provider of software, consulting, and managed services that help companies succeed in the dynamic deregulated energy markets. CES has combined deep market expertise with advanced technology to deliver timely insights, operational support, and asset management solutions. CES manages over 30,000 MW of renewable and conventional generation resources across all North American ISOs, Ontario, Canada, and Guam, while providing trusted market intelligence and operational support to energy companies worldwide.