LORE, ENMAX’s internal AI-powered tool that supports Customer Care, is earning international recognition.

In addition to winning an internal 2025 ENMAX CEO Award for Innovation, LORE, which stands for Learning Optimized Research Engine, has received an Innovation in People & Process Award from Innovate UtilityCX, an industry organization dedicated to advancing customer experience across utilities in North America. 

This award recognizes solutions that make it easier for customers to get the service they need by bringing together clear processes, thoughtful design and people-first approaches. We previously received the same Innovate UtilityCX award in 2024 for our load limiter pilot (also recognized by Electricity Canada).

LORE has transformed how Customer Care representatives access information while supporting customers. Instead of searching through extensive documentation, agents can instantly scan the full knowledge base and receive accurate, relevant answers in seconds. This reduces search time and complexity, supports consistent responses, and allows representatives to focus their attention on customer conversations.

“Since introducing LORE, we’ve seen measurable improvements across our customer service and experience metrics,” said Dwayne Calder, Director, Customer Care. “Knowledge search time has dropped from several minutes to an average of under seven seconds per query, which is time our teams can spend resolving customer needs instead of navigating systems.”

LORE reflects our commitment to using technology thoughtfully; pairing innovation with strong change management, frontline feedback, and collaboration. It’s our first AI solution of its kind and a clear example of how people-focused innovation can improve both team member and customer experiences.

Thanks to the LORE team, and to the many employees who use LORE every day and continue to help make it better.