On a Sunday evening in São Paulo, a young couple is installing a connected home energy monitor for the first time. They are excited about tracking their consumption and lowering their electricity bill. At the same time in Frankfurt, a facility manager is reviewing alerts across a portfolio of office buildings. In Singapore, a data center operator is preparing for a planned maintenance window that cannot afford surprises.
Different customers. Different contexts. One common expectation. They want technology that works. And when they need it, they want help that feels informed and immediate. AI has a powerful role to play. Salesforce research shows that 69% of customers expect consistent interactions across departments, and nearly 60% prefer fewer touchpoints to complete a task. At the same time, 71% say they are more protective of their personal data as companies deploy AI. The message is clear. Customers want simplicity and relevance, delivered responsibly.
Here are the AI use cases that are responding to those needs and providing meaningful impact across customer experience.
Personalization at scale across customer types
AI enables true personalization at scale by processing vast amounts of customer data in real time across products, interactions, channels, and geographies. This allows businesses to understand each customer’s context, preferences, and behavior patterns in detail. It makes it possible to segment audiences down to a “segment of one,” in our case, tailoring recommendations, content, solutions, and support to the needs of each electrician, distributor, panel builder, system integrator, or end user.
Businesses that get personalization right see revenue increases of 10% to 15%, with company‑specific gains ranging from 5% to 25%. This highlights the clear link between personalization and business growth. With our diverse customer base, AI has enabled us to deliver the right offer at the right moment on the right channel in a way that feels intuitive and personalized.
This would be impossible to achieve manually on a global scale. Ultimately, we have transformed personalization from a marketing responsibility into a continuous and intelligent engine that adapts to each customer’s evolving journey.
Next best experience across the entire journey
Customers do not see internal departments. They experience one company, one brand.AI can orchestrate the journey, so customers experience continuity across digital platforms, service centers, and field teams. McKinsey has found that organizations deploying next best experience capabilities can improve customer satisfaction by 15% to 20% and reduce costs to serve by up to 30%.
Next Best Experience is becoming a defining capability for modern companies. It uses AI to understand each customer’s context, what they’ve purchased, the issues they’ve encountered, the devices they use, and the actions they’ve already taken and then predicts the most helpful next step in their journey. Instead of generic messages or disconnected touchpoints, customers receive timely, relevant guidance that feels effortless and intuitive. Whether it’s proactively surfacing diagnostics for a commercial facility manager or guiding a homeowner through optimizing a newly installed device, this approach ensures every interaction is connected, consistent, and meaningful.
The result is a shift from reactive service to proactive support, where customers feel genuinely known and supported from the first click to the final follow‑up.
Internal knowledge assistants in customer support
One of the most common pain points in customer experience is inconsistency. Two customers contact support with the same question and receive different answers. The difference often depends on which support agent they reach. Internal knowledge bots are addressing this directly. These AI-powered assistants draw from validated product documentation, engineering notes, service manuals, and historical cases. When an agent asks a question, the bot retrieves relevant content instantly and can summarize complex procedures with references.
By giving every support agent access to the same curated knowledge foundation, organizations reduce the “it depends on who you get” effect and increase confidence. New support agents ramp up faster, reducing pressure. Google estimates that call center technology saves upwards of 3.5 minutes per call, or 33% of average handle time per interaction. Therefore, customers receive answers that are consistent and grounded quickly, building trust in the brand
Virtual chatbot capabilities for self-service
Modern virtual agents now act as intelligent front-line partners that help customers solve problems quickly. Gartner predicts that by 2028, at least 70% of customers will use a conversational AI interface to start a service interaction
At Schneider Electric, our Virtual Agent has changed the game for our customers. It supports all our customer types through a single unified interface. Instead of deploying separate chatbots for individual intents, we have one intelligent assistant that can understand who the customer is. It interprets a wide range of technical and non‑technical questions, and adapts its guidance accordingly. An electrician, a panel builder, a facility manager, and a homeowner can all ask different questions in natural language, and the same virtual agent can deliver accurate and relevant answers based on their context. When the request requires human expertise, it transfers the conversation to a human agent, with the full context preserved.
This approach lowers customer effort, maintains consistency across segments, and avoids the fragmented experience that comes from having multiple single‑purpose bots.
Final thoughts
AI is not the experience. It is the enabler of a better one. It works quietly in the background, turning complexity into clarity and data into meaningful insights. The real impact comes from building a unified experience where customers feel seen, understood, and supported across every digital touchpoint.
Our award-winning mySchneider platform reflects this approach: AI not as a feature, but as the invisible force that makes every interaction simpler, more relevant, and more human.
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