EDF harnesses AI to help customers overcome one of their most common questions
- New AI powered Bill Explainer tool helps customers understand their energy bills more clearly
- Pilot reached more than 58,000 customers, with strong early engagement
- Billing related enquiries decreased by 5.6% among customers using the tool
EDF today announces the rollout of its industry first “Bill Explainer” tool for its 3.4million residential and small business customers, following a successful pilot phase. Powered by AI, the innovative digital solution is designed to demystify energy bills by giving customers a clearer, more accessible understanding of their charges and usage.
Using AI to present bills in a more customer friendly way, “Bill Explainer” provides an interactive, step by step breakdown of each bill. It highlights key information and offers tailored explanations based on individual accounts, helping customers quickly understand what they are paying for and why.
By making it easier for customers to find answers independently, “Bill Explainer” supports a smoother customer experience while allowing service teams to focus on more complex enquiries.
Mark Askew, Solutions and Automation Director at EDF Energy, said: “Energy bills haven’t always been easy to understand. Our “Bill Explainer” tool changes that by making information clearer and more accessible, so customers can feel more confident about what they’re paying for and why.”
During the pilot phase, the tool was made available to more than 58,000 customers, with thousands choosing to explore their bill through the new experience. Early results indicate a positive shift in how customers engage with their bills, with billing related contacts decreasing by 5.6% among those who used the tool. This suggests that clearer information can help customers resolve queries more independently.
The rollout reinforces EDF’s focus on using innovation to improve customer experience, making energy simpler, more transparent, and easier to manage. To find out more about EDF’s “Bill Explainer” tool, visit: https://edfenergy.com/myaccount/explain-my-bill
About EDF
EDF is driving the transition towards An Electric Britain – a secure, affordable, low-carbon future for everyone. As Britain’s biggest generator of zero carbon electricity, we are investing more than £100 million weekly in Britain’s electricity infrastructure. We supply millions of customers with electricity and help homes and businesses switch to electricity for heating, transport and industrial processes.
We operate five nuclear power stations and more than 35 onshore wind farms and three offshore wind farms. Since 2009, EDF has invested almost £9 billion in the nuclear fleet to improve reliability and extend station lifetimes. The five generating stations currently supply about 12% of the UK’s electricity demand.
EDF is building the UK's nuclear renaissance with the construction of a new nuclear power station at Hinkley Point C. We are a minority investor (12.5%) in and major supplier to a replica plant at Sizewell C in Suffolk. Hinkley Point C and Sizewell C will provide low carbon electricity to meet 14% of UK demand and power around 12 million homes. EDF Group companies Framatome and Arabelle Solutions have a presence in the UK and manufacture critical equipment such as reactor pressure vessels and turbines.
EDF is enabling its 5 million customers, both in business and at home, to choose electric solutions that save cash and carbon, whether it is buying an electric car, generating and storing electricity, selling energy back to the grid or installing solar panels or a heat pump. In 2025, EDF’s Customers business was ranked as one of the Sunday Times’s Best Place to Work.
It is also one of the UK’s leading developers of renewable energy through EDF power solutions UK and Ireland. We have more than 2GW of renewable generation in operation and over 10GW in construction, planning and development across a range of technologies including onshore and offshore wind, solar and battery storage.
We are one of the largest suppliers to British business and a leading supplier of innovative energy solutions that are helping businesses become more energy independent. In addition, the company’s energy services business, Dalkia, is one of the UK and Ireland’s largest technical service providers.
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