Blending Empathy with Automation

Today’s customers expect more than just solutions, they expect connection. When people reach out to their energy provider, it’s often during a moment of stress or urgency. They’re not just looking for fast answers; they want to feel understood. Exceptional service doesn’t just mean choosing between efficiency and empathy — it requires delivering both.

"Customers don’t just want solutions — they want to feel seen and supported. That’s why we’re investing in technology that moves at the speed of need, while empowering our people to deliver empathy in the moment. We believe the best service combines heart and hardware."

— Lyesha Fletcher, Vice President, Business Customer Care

In an era where speed and accuracy are essential, our Business Customer Care team is leading the way — blending intelligent automation with human insight to respond swiftly, while preserving the empathy and understanding that our customers value most.

In today’s fast-paced environment, timely responses and around-the-clock availability aren’t just conveniences, they’re essential to keeping business operations on track. Whether it’s checking on an outage, requesting an invoice to close the books, or securing usage data for budget planning, customers rely on accurate, relevant answers when they reach out — and they need them without delay.

But while speed and convenience are essential, they’re only part of the story. Trust, empathy, and emotional connection remain just as critical in shaping a customer’s experience. In fact, how a customer feels during a service interaction often has a greater impact on their loyalty than how quickly their issue is resolved.

This dual expectation, hyper-efficiency and human understanding, calls for a new model of customer care. Our team is embracing this shift by combining advanced automation with compassionate human support. It’s not about replacing people with technology but empowering both to do what they do best.

By combining state-of-the-art technology with emotionally intelligent service, we’re delivering experiences that are both efficient and deeply human. From AI-powered chatbots that resolve routine inquiries in seconds, to process automation, to self-serve enhancements, we’re using smart tools to cut through complexity.

Technology manages logistics but people make the difference, especially when situations get sensitive. Whether it’s managing billing during a tough financial period or a service disruption, our care team knows how to lead with empathy. Our agents are trained to recognize emotional cues, ask thoughtful questions, and respond with care. Lyesha recalls one example:

“When a long-time business owner reached out to cancel her service after a recurrence of cancer forced her to close her restaurant, our care team responded with both speed and heart. Technology allowed our agent to immediately waive termination fees and outstanding balances, alleviating financial stress in a single interaction. But it was empathy that drove the next steps — our agent listened to her story, then worked with our Marketing team to send a personalized care package, including a fleece blanket, organic ginger tea, and a tote embroidered with “You Got This!” This combination of empowered decision-making and genuine compassion turned a transaction into a moment of human connection during a difficult time.”

Behind every automated message, helpful chatbot, or seamless self-service option is a team of real people making sure it all works smoothly. At NRG, customer care isn’t just a department, it’s a promise. And thanks to the right blend of technology and talent, we’re keeping that promise better than ever.

Our Business Customer Care team is made up of thoughtful, skilled professionals who work tirelessly to make sure your experience is fast, clear, and compassionate. They’re the ones fine-tuning the tools, listening to your feedback, and jumping in when it matters most.

“Technology sets the pace; our people set the standard — delivering speed and understanding in the same moment,” Lyesha said.

Get to know our Business Customer Care team