Procedureflow is heading to EMACS 2026
Deploy an AI agent without solid process knowledge behind it, and the cracks show up fast. Procedureflow is heading to EMACS 2026, Chartwell's Customer Experience Conference for utility professionals, taking place September 22-24 at Hilton Atlanta, to show how we're solving that problem as the AI knowledge infrastructure behind both human and AI agents.
Across the utility industry, adoption is running ahead of readiness. A 2026 industry report on utility AI adoption found that 96% of utility executives view AI as strategically important, yet only 26% have progressed beyond proof of concept into production, and generative AI adoption in utilities sits at just 17%, well behind finance, healthcare, and manufacturing, where adoption is 50% or higher. Utilities are right in the middle of that gap, moving away from paper SOPs and knowledge locked in one person's head, and toward structured processes built to support advisors and AI agents at the same time.
EMACS brings utility CX leaders together across six critical areas of the customer journey, including customer experience, business customers, billing and payment, vulnerable customers, electrification, and arrears management, for practical, real-world conversations about what's working on the frontline.
Where the human and AI workforce meet
EMACS has long been the place where utility CX leaders swap notes on the customer journey. This year, that conversation has a new participant. Utility contact centers are moving beyond standalone chatbots toward something more integrated: human advisors and AI agents pulling from the same workflows and working toward the same outcome, the correct answer, delivered consistently, on lines where compliance and accuracy genuinely matter.
For Procedureflow, this isn't something we're building toward. It's already how our customers operate today.
What is AI knowledge infrastructure?
An AI agent can only act on what it's given. AI knowledge infrastructure is the layer that turns process knowledge into something both people and machines can rely on: captured once, then delivered consistently, whether that's to an advisor mid-call or an AI agent carrying out a task on its own. Skip that layer and agentic AI is left improvising. Build it right, and every step an AI agent takes follows the same accurate, compliant process your best advisor would use.
What is Procedureflow's role in agentic AI?
From day one, Procedureflow has focused on one thing: making sure the correct process gets followed every time, no matter who, or what, is handling the interaction. As agentic AI moves out of pilot programs and into daily use across utility contact centers, that focus is taking on a bigger job.
Procedureflow is becoming the shared knowledge foundation for human advisors and AI agents alike, one governed source of truth that keeps every interaction accurate, compliant, and on process. It doesn't matter if it's a person working through a flow on screen or an AI agent running that same flow autonomously. As more of the frontline shifts to agentic AI, the utilities that come out ahead won't be the ones who automated the most. They'll be the ones whose people and AI agents are reading from the same playbook.
You can already see this in what NB Power has achieved with Procedureflow: a 61% drop in cross training time, with trainees taking live customer calls 8 days sooner. The governed workflows behind that outcome are the same ones now powering AI agents, so utilities scaling AI into the contact center don't need to stand up a second knowledge system. One is enough, if it's built to serve both.
Want to see how it works before the show?
Where can I meet the Procedureflow team at EMACS 2026?
Representing our team on the ground in Atlanta:
Aaron Craig, VP Sales
Bob Keleher, Director of Strategic Sales
Ria Sharma, Marketing & Content Specialist
Stop by Booth 502 to find the team, who will also be around throughout sessions and networking receptions.
We're looking forward to talking through how your organization is approaching the shift to a hybrid human and AI workforce, and where Procedureflow can help you get there faster. If you want to see what this looks like for a utility contact center specifically, our utilities page is a good place to start.
See you in Atlanta
EMACS 2026 looks set to be the point where agentic AI stops being a talking point and starts being a working part of how utility contact centers run. We're glad to be part of that shift, and looking forward to sharing where Procedureflow is headed next.
Hilton Atlanta, Georgia, September 22 24, 2026.
Ready to see Procedureflow in action? No need to wait for the show floor. Get a walkthrough of how Procedureflow's AI knowledge infrastructure supports both your human and AI workforce today.
