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Before you begin

Gather this information before assisting customers with BillSense AI.

Requirements​

  • Customer's EnergyGrid account credentials
  • Confirmation of the customer's service address
  • Access to the Utility Portal
  • Customer's current billing period dates
tip

Verify the customer's home profile in the My Home section before reviewing recommendations. Accurate appliance information improves recommendation quality.

Access BillSense AI​

BillSense AI opens from the Utility Portal once you authenticate.

  1. Navigate to the Portal

    Open the utility website in a web browser.

  2. Sign in

    Enter the customer's email address and password. Complete any verification steps if prompted.

  3. Open the bill

    Select Billing & Payment from the navigation menu. Click My Current Bill.

  4. Launch BillSense AI

    Click Analyze My Bill in the Billing Details section.

note

Allow up to 30 seconds for the initial load. If BillSense AI fails to load or displays an error, see the Troubleshooting page for common issues and solutions.

If you cannot resolve the issue​

Use this escalation path when the steps in the Troubleshooting reference do not solve the customer's problem.

  1. First-level support

    Use in-app chat or phone support for general account, billing, and customer questions. The utility support team handles these inquiries.

  2. Technical issues

    Report persistent technical issues with the BillSense AI application to the BillSense AI development team through the Feedback button in the bottom-right corner of the BillSense AI interface.

  3. Account issues

    Direct account-specific problems to the utility support team via the customer service line.

Contact information​

  • In-app chat: Available from the Help Center in the Utility Portal.
  • Phone: Use the utility's customer service line.
  • Support hours: Check the utility website for current hours.
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