Utility Customer Service

AI for electricity customer service.

LLM

0named models

402candidates

1deployments

1in Indonesia

Named Models

The research names no model for this use case.

Where this comes from

Models the research names for this use case. Research, with sources on each model record.

Who Runs It

production, 1

PLNCountry: IndonesiaAI for customer service (not stated)Vendor: PLN Icon PlusproductionDate24 Aug 2023Statement of use; specifics not statedEvidence: company statementConfidence: lowSource: metrotvnews.com

Where this comes from

Documented uses by named organisations. The evidence column says who made the claim.

Candidate Models

SEA-HELM leaderboard, 58 models, SEA average

A general benchmark for this model class, not a test on this use case. SEA average and per-language (incl. Indonesian) scores for open-weight models. Higher is better. Showing 10 of 11.

Qwen3.6-35B-A3BAlibaba (Qwen) maintainer-run73.86

Qwen3.5-35B-A3BAlibaba (Qwen) maintainer-run73.55

gemma-3-27b-itGoogle maintainer-run64.54

Gemma-SEA-LION-v4-27B-ITAI Singapore maintainer-run64.35

gpt-oss-20bOpenAI maintainer-run60.64

Llama-3.3-70B-InstructMeta maintainer-run60.44

Qwen3-8BAlibaba (Qwen) maintainer-run60.33

GLM 4.7 FlashZ.ai (Zhipu) maintainer-run53.76

Gemma-3-4B-itGoogle maintainer-run47.84

Nemotron 3 Nano 30B-A3BNVIDIA maintainer-run46.89

050100

Nemotron-SEA-LION-v4.8-120B-A12BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron-SEA-LION-v4.8-30B-A3BAI Singapore, LLMReleasedSep 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen-SEA-LION-v4.5-27B-ITAI Singapore, LLMReleasedMay 2026open weightsIndonesian statedhas scoreslast 18 months

Qwen3.6-35B-A3BAlibaba (Qwen), LLMReleasedApr 2026open weightsruns on edgehas scoreslast 18 months

Nemotron 3 SuperNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

Nemotron 3.5 Lightning 30B-A3BNVIDIA, LLMReleased2026open weightsIndonesian statedhas scoreslast 18 months

gpt-oss-120bOpenAI, LLMReleasedAug 2025open weightsIndonesian statedhas scoreslast 18 months

Granite 4.2 8BIBM, LLMReleasedSep 2026open weightshas scoreslast 18 months

Hy4-previewTencent, LLMReleasedAug 2026open weightshas scoreslast 18 months

GLM-5.3Z.ai (Zhipu), LLMReleasedAug 2026open weightshas scoreslast 18 months

Showing 10 of 402. All models of this class

Where this comes from

Derived, not researched: models in the directory whose class matches a class this use case uses, excluding family records and models shut down or deprecated. Ranked by how many fit facts they meet, then by release date. Each fit fact is read from the model record.

Use Case

Industry: energy and mining
Model classes: LLM
Benchmarks or datasets: not in the notes
Regulatory notes: Surat Edaran Menkominfo 9/2023 Etika Kecerdasan Artifisial, Kementerian Komunikasi dan Informatika (now Kementerian Komunikasi dan Digital)Utility customer service is an AI-based service run by an electronic system operator, and the circular asks such operators to build and use AI on the values of inclusivity, transparency, humanity and security.
UU 27/2022 Pelindungan Data Pribadi, DPR and President of the Republic of Indonesia (administered by Kementerian Komunikasi dan Digital)Utility customer service processes personal data of customers or field workers, so the controller needs a lawful basis, must protect the data and must honour data subject rights.
UU 30/2009 Ketenagalistrikan, DPR and President of the Republic of Indonesia (administered by Kementerian ESDM)Utility customer service supports electricity supply, which this law regulates, including the duties of licence holders to supply reliable power and serve consumers.
EU AI Act, Regulation (EU) 2024/1689 (international), European UnionUtility customer service lets people talk to an AI system, and the EU AI Act requires that people are told they are interacting with AI; relevant when offered in the EU.

Where this comes from

From the industry tracks T08 to T10 of the research notes.

R&D Topics

Links to R&D topics are awaiting review.

Where this comes from

Which R&D topics would most change this use case. Drafted by Claude from the topic definitions and the use case; proposed until approved.

Incidents

Portland Water Bureau SERVUS Algorithm Reportedly Allocates Utility Bill Discount to High-Wealth ConsumerUnited States, 2024-10-14, discriminationThe Portland Water Bureau's AI-driven pilot program for water bill discounts is reported to have randomly selected Tim Boyle, a wealthy high-water consumer, for a 40% discount intended for financially struggling customers.
Air Canada Chatbot Reportedly Provides Inaccurate Bereavement Fare Information, Leading to Customer OverpaymentCanada, 2022-11-11, financialA Canadian small claims tribunal reportedly ordered Air Canada to pay $812.02 in damages and court fees after its website chatbot allegedly provided inaccurate information about bereavement fare eligibility, leading a customer to overpay for flights.

Where this comes from

Documented failures, harms or misuse in this kind of use, Indonesia first, then the region, then well-known cases elsewhere (AI Incident Database, OECD AI incidents monitor, reputable news). Not a claim about any deployment listed here.

In Neighbouring Countries

Tenaga Nasional Berhad (TNB)Malaysia, productionSARA virtual assistant on Amazon Bedrock (about 15,000 queries a month resolved by AI self-service)
Meralco (Manila Electric Company)Philippines, production, 2026-02-10Salesforce enterprise agreement renewal with AI tools for customer experience

Where this comes from

Documented deployments of this use case in Malaysia, Singapore, Thailand, Vietnam and the Philippines, each with its source.

Opportunities

Opportunities are awaiting review.

Where this comes from

Gaps found by rule in what the directory holds for this use case. Each is a proposal for review.

Sources

PLN Gunakan Kecerdasan Buatan untuk Layani Pelanggan metrotvnews.com https://www.metrotvnews.com/read/KXyC977o-pln-gunakan-kecerdasan-buatan-untuk-layani-pelanggan

To cite this page: Project AURION, AI Use-Cases Research & Innovation, "Utility Customer Service", https://aurion.semai.id/usecases/em-utility-customer-service/, records of October 2026.

Utility Customer Service

Named Models

Who Runs It

Candidate Models

SEA-HELM leaderboard, 58 models, SEA average

Links

Deployments 1

Sources