Public Service Enterprise Group AI Adoption Tracker
Last updated: September 18, 2026
Overview
Public Service Enterprise Group (PSEG) is New Jersey's largest utility company, serving approximately 2.4 million electric and 1.9 million natural gas customers. The company has recently implemented AI technologies to modernize its operations, particularly in customer service and grid management. PSEG deployed Omilia's conversational AI solution in December 2025 to transform its contact center operations, which handles over 7 million inbound calls annually[1]. The AI system includes advanced speech recognition, real-time interaction analytics, efficient call routing, and fraud detection capabilities[2]. Additionally, PSEG has experienced significant growth in demand from AI data centers, with their large load pipeline increasing from 400 MW at the beginning of 2024 to over 6,400 MW by 2025[3].
AI Maturity Index
Radar Comparison
Peer Comparison: Public Service Enterprise Group vs utilities
Based on 32 companies in sector
| Dimension | Public Service Enterprise Group | Sector Avg | Diff |
|---|---|---|---|
| Adoption | 3.0 | 3.1 | -0.1 |
| Proficiency | 2.0 | 2.7 | -0.7 |
| Impact | 4.0 | 3.4 | +0.6 |
| Overall | 3.1 | 3.1 | 0.0 |
AI Hiring Signals
Public Service Enterprise Group Job Postings Analysis
Tech vs Non-Tech AI Requirements
Top Departments by AI Mention Rate
Analysis
PSEG shows no AI-related requirements in current job postings across 107 positions sampled, despite active AI implementations in customer service and workforce optimization. This suggests AI initiatives may be handled through vendor partnerships and existing staff rather than dedicated AI hiring.
View Sample Job Postings (3 sources)
Key Metrics
AI Initiatives
Omilia Conversational AI Contact Center Solution
December 2025
AI-driven customer service platform with advanced speech recognition and natural language processing
Deployed to replace legacy on-premises call center system with cloud-based solution. Features include 11 self-service options, advanced intent recognition, real-time interaction analytics, efficient call routing, fraud detection, and 24/7 support capabilities. System handles English and Spanish conversations.
Workforce Optimization with Atrium
2025
AI-powered workforce planning and optimization system
Custom planning module built on Salesforce Lightning platform with CRM Analytics, AWS integration, and Python workforce optimizer. System migrates Demand, Budget, and Capacity data into Salesforce with collaboration capabilities for sharing and annotating plan updates.
AI Data Center Power Infrastructure Development
2025
Exploring direct nuclear power sales to AI data centers and co-location opportunities
PSEG is evaluating direct power sales to data centers from its nuclear plants in New Jersey, including potential co-located data center arrangements. Pipeline for large load customers has grown to over 6,400 MW of requested capacity, representing significant growth from 400 MW in early 2024.
Frequently Asked Questions
PSEG has deployed Omilia's conversational AI solution featuring advanced speech recognition, natural language processing, real-time interaction analytics, and automated call routing. The system handles over 7 million calls annually and supports both English and Spanish conversations.
PSEG is exploring direct power sales from its nuclear plants to AI data centers and evaluating co-location opportunities. The company has seen its large load pipeline grow from 400 MW to over 6,400 MW of requested capacity, largely driven by AI and data center demand.
PSEG has achieved a 4% increase in IVR containment rates, 31% improvement in speed to answer, 18% reduction in call abandonment rates, and 99.99% system uptime with their AI-powered contact center solution.
PSEG uses Atrium's AI-powered workforce optimization solution to improve planning effectiveness, reducing planning cycles by 50% and unplanned variances by 20%. The system helps optimize crew scheduling, budget management, and resource allocation.
PSEG focuses on practical AI applications that enhance customer experience, operational efficiency, and grid management. They prioritize solutions that can handle extreme weather conditions and scale with demand, particularly for supporting AI data centers and improving customer service delivery.
In Application
| Application | Vendor | Use Case |
|---|---|---|
| Omilia Conversational AI | Omilia | Customer service automation, call routing, fraud detection, and natural language processing for 7+ million annual customer calls |
| Atrium Intelligent Workforce Optimization | Atrium | Workforce planning, demand forecasting, scenario management, and resource optimization for field service teams |
Sources
PSEG Improves Contact Center Performance with Omilia
Case Study | Reshaping PSEG's Contact Center with AI
PSEG Sees Data Centers Surge amid Rising Demand Forecasts
Leveraging Workforce Optimization to Increase Planning Effectiveness for PSEG
PSEG to explore selling nuclear power to data centers
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About AI Tracker
AI Tracker is a research project by Larridin, the AI execution intelligence platform.
Methodology: We analyze earnings calls, press releases, partnership announcements, and product documentation. All assessments are based solely on publicly available information—no private customer data is used.
Maturity Scoring: Each dimension is rated on a 4-tier scale (Nascent → Emerging → Scaling → Leading) based on evidence from public sources. Industry averages are computed as the median across all tracked companies in the sector.