In this paper, E.DSO examines how European distribution system operators (DSOs) are reshaping customer interaction through digitalisation, drawing on a survey of seven operators across Europe. Apps, web portals, smart-meters and artificial intelligence (AI) are now central to service delivery, allowing an increasing share of customer requests to be handled through self-service, while levels of digital maturity and integration still vary.
It highlights concrete benefits already achieved, including fewer billing disputes, faster request processing and significant reductions in contact centre workload. At the same time, it underlines that progress depends on robust IT systems, high quality and well governed data, and compliance with EU frameworks such as the GDPR and the AI Act.
The paper concludes that the main challenge ahead is integrating these tools into coherent, data driven and customer centric ecosystems that strengthen DSOs’ role in the energy transition.
