Dominica Electricity Services Limited (DOMLEC) is developing a new artificial intelligence-assisted customer information system that could make electricity account enquiries and meter updates faster for customers across the island.

DOMLEC Commercial Manager Paul Moses said the replacement system has been in development for approximately a year. The existing customer software has been in use since around 2001, making the upgrade a significant step towards modernising the utility’s digital services.

The proposed platform is expected to use voice-based AI technology to help customers access routine information, including account balances, without always needing to speak directly with a customer service representative.

DOMLEC is also planning to digitise field reporting. Instead of relying on paper records when meter readings are missing or require follow-up, field officers would be able to use tablets to photograph meters and send the information electronically to the relevant systems.

The changes are intended to help customer accounts be updated more efficiently, reduce manual paperwork and make information easier for front-desk staff to retrieve. DOMLEC General Manager Dwayne Cenac described the system as part of the company’s wider effort to improve customer service and upgrade electricity infrastructure.

The planned system could mark a major digital shift for Dominica’s electricity utility, bringing AI-assisted enquiries and mobile field reporting into everyday customer operations. However, customers will have to await further announcements for a confirmed implementation date.

The company is also continuing work on electricity infrastructure, including the transmission system intended to connect geothermal generation with the island’s main demand centre.