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Whitepaper: The acceptance of chatbotsVoicebot for Energy Providers & Municipal UtilitiesReduce the burden on service hotlines, improve accessibility
An AI voicebot for energy providers automatically handles calls regarding meter readings, estimated payments, and rates—24/7 and without a wait.
- Significant relief for your service hotline, even during billing season
- End-to-end meter reading and advance payment adjustment over the phone
- Integration with your telephony system (SIP, PSTN) and industry-specific systems such as Schleupen or Wilken
"Working with Botfriends is truly impressive, as they consistently deliver exceptional responsiveness. It's a pleasure to work with such a dedicated and efficient team."
Karlsruhe municipal utilities
"Thanks to real-time speech recognition, we can provide our customers with an intuitive system that is easy to use. This allows us to reduce the call volume to the contact center service portal in the long term."
City of Krefeld
"Communication with BOTfriends is very good and uncomplicated. The technical implementation is flawless, the tools are logical to use and the chatbot works the way you want it to."
Süwag Vertrieb AG & Co. KG
"We like the uncomplicated and flexible exchange with the BOTfriends. You always get food for thought and a new perspective. The bot helps us to answer "simple" customer queries on a daily basis."
one | energy in saxony
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What Your Voicebot Needs to Do in the Energy Industry Today
Automatically Handle Recurring Calls
Calls regarding meter readings, changes to advance payments, rate inquiries, or billing information come in waves and overwhelm the hotline, especially during billing and heating season. The voicebot handles them automatically and with consistent quality, even when everyone calls at once, so your team has time to focus on complex cases.
Available without waiting on hold, 24/7
Your customers can reach you whenever it's convenient for them, without having to wait on hold. The BOTfriends X voicebot answers every call immediately, in over 100 languages and with a natural-sounding voice, and seamlessly transfers calls to chat or email as needed.
Natural language instead of a rigid IVR menu
Contract data, meter readings, and estimated payments are stored in your industry-specific system. The voicebot understands open-ended inquiries, retrieves relevant data in real time, verifies the user’s identity, and provides accurate, fact-based responses using your brand’s knowledge. This transforms a rigid voice menu into a true service agent that also updates your systems.
Why BOTfriends X and not a traditional IVR hotline or an enterprise integrator?
Anyone looking for a service voicebot for the energy industry today essentially faces two dead ends: inexpensive, modular tools that become unreliable during critical processes, or heavyweight integrator projects that take months and consume large consulting budgets. BOTfriends X avoids both.
AI-Native Voicebot Instead of an IVR Add-On
Traditional telephony platforms rely on AI within rigid IVR trees and struggle with ambiguity and natural language, leaving callers stuck on hold anyway. BOTfriends X is AI-native: multi-agent orchestration meets full-fledged telephony integration. Hybrid intelligence—combining large language models, your business logic, and a verified knowledge base—ensures factually accurate, brand-consistent responses, even during critical data entry processes such as meter reading entry in your billing system.
Platform Sovereignty Instead of an Integrator Project
Take back control of your service voicebot. No more months-long integration projects with external consultants charging daily rates, no more waiting a quarter for the go-live. With BOTfriends X’s no-code architecture, your voicebot will be up and running in just a few weeks. Your team can then continue to develop it on its own. If you need help, our Solutions Team is here to support you whenever you need it.
Multi-Agent Orchestration: Teamwork Instead of Monolithic Prompts
A simple voicebot struggles with complex calls when it’s expected to handle everything at once using a single AI instruction: understanding the issue, identifying the customer, retrieving data, taking action, and providing confirmation. BOTfriends X works differently. Specialized agents divide up the work, just like a well-coordinated service team. A typical setup might look like this:
The triage agent categorizes the request
The triage agent captures the freely phrased inquiry in a matter of seconds and accurately identifies the context. Whether it’s a meter reading, an estimated bill, or a move—it automatically activates the appropriate specialization for seamless processing.
The authentication agent secures sensitive processes
The authentication agent ensures reliable identification using customer or meter numbers. This ensures that sensitive actions, such as changes to advance payments or contracts, are always protected in compliance with the GDPR.
The process agent operates within your systems
The process agent performs actions such as meter reading or advance payment adjustment directly during the phone call. It interacts with your system in real time without any disruption and reliably records all results.
Expert knowledge to support the process, available at any time
From fees to power feed-in: Our system seamlessly integrates your expertise into customer management. When questions arise about grid fees, meter replacements, or dynamic rates, the AI immediately provides the right answer from your verified knowledge base. This takes the pressure off your team and ensures high-quality information. For maximum security, the write processes in the billing and CRM systems are strictly separated in the background.
That's why BOTfriends is the right partner for energy providers
Automatically Resolve Recurring Issues
Most recurring calls regarding meter readings, rates, advance payments, or contract status can be answered automatically with a well-designed BOTfriends setup. Your service representatives can then focus on the more complex cases.
Handling Call Peaks Without a Hold Queue
When annual statements are issued, prices are adjusted, or service disruptions occur, the volume of calls skyrockets. The voicebot handles as many calls as needed at the same time, so every customer is assisted immediately instead of being put on hold.
Integration with Energy Industry Systems
The voicebot integrates with industry-specific systems such as Schleupen and Wilken, as well as with your CRM and collaboration tools. Record meter readings, adjust advance payments, and retrieve contract information—all directly during the call.
GDPR-compliant & Made in Germany
Usage and contract data are encrypted and processed exclusively on European servers. The BOTfriends X platform is GDPR-compliant and meets the requirements of the EU AI Act.
Features that make the difference
Other providers
No templates
No industry experience
Often hidden costs
No integration templates
No individual onboarding
No Voicebot / Phonebot
Not GDPR-compliant depending on GenAI
What the BOTfriends Voicebot Can Do for Energy Providers
Report Meter Readings by Phone
Customers can report their meter readings themselves by phone at any time. The voicebot records the reading, checks it for plausibility, and enters it directly into your billing system—no waiting and no forms required.
Adjust your down payment and answer questions about your plan
The voicebot immediately answers inquiries about changes to installment payments, rate plans, or contract terms, and, if necessary, handles the entire process from start to finish—from user identification and data retrieval to confirmation.
Handling Surge in Calls During Billing Season
When annual statements or price adjustments trigger a flood of calls, the voicebot keeps the hotline open. It handles as many inquiries as needed at the same time, without anyone having to wait in line.
Service in Every Language
The voicebot communicates in over 100 languages without requiring you to maintain a separate configuration for each language. This is an advantage for utility companies with a diverse customer base.
Seamless Transition to the Service Team
For complex issues, the platform seamlessly transfers the conversation to a staff member (human handover), including the full context, without the need for repetition.
Data-Driven Process Optimization Through Analytics
Use built-in analytics tools to analyze conversations fully automatically and anonymously. The platform provides you with clear insights into the main issues and identifies opportunities for improvement in your service processes.
A Success Story from the Energy Industry
Why service teams trust our AI Agent platform: Experience maximum process acceleration on a platform that redefines security and performance for complex enterprise structures.
“Working with Botfriends is truly impressive, as they consistently impress with their quick response times. It’s a real pleasure to work with a team that is so dedicated and efficient. Particularly noteworthy is how attentively Botfriends responds to customers’ wishes and needs, which shows that they truly put the customer first. Not to mention the user-friendly platform, which even those with little IT experience enjoy working with.”
Integration with Your Energy Provider's System Infrastructure
- No dedicated IT team required
- GDPR-compliant & hosted in the EU
- Made in Germany
BOTfriends voicebots integrate with your telephony systems (SIP, PSTN) via open interfaces, as well as with industry-specific systems such as Schleupen and Wilken, and with CRM and collaboration tools such as Salesforce, HubSpot, Microsoft Teams, and Google Workspace. The voicebot retrieves data in real time, performs actions, and returns results.
Depending on the complexity, your first voicebot can be up and running in just a few weeks. You don’t need your own development department: Our Solutions Team provides flexible support at any time, allowing you to benefit from our full technical expertise without having to do any programming yourself.
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More about AI in the energy sector
Frequently asked questions
All recurring and rule-based tasks: meter reading submissions, advance payment adjustments, rate and contract inquiries, and billing information. Through its integration with your billing system, the voicebot handles these processes end-to-end over the phone and sends back the results.
The majority of recurring calls can be answered automatically, without a hold queue and without additional staff. Especially during peak call volumes around billing season, the voicebot handles as many inquiries as needed at the same time.
Yes. Integration with industry-specific systems such as Schleupen and Wilken, as well as with your telephony (SIP, PSTN) and CRM systems, is a core component of the BOTfriends solution. The voicebot retrieves data in real time and sends the results back.
Yes. Usage and contract data are encrypted and processed exclusively on German or European servers. The BOTfriends X platform is GDPR-compliant and meets the requirements of the EU AI Act.
Depending on the complexity and system architecture, the first production-ready voicebots can go live within a few weeks. BOTfriends supports the entire process, from conception to go-live and beyond.