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Whitepaper: The acceptance of chatbotsChatbot for Energy Providers & Municipal UtilitiesReduce the burden on service hotlines, improve accessibility
An AI chatbot for energy providers automatically responds to recurring customer inquiries, even during peak billing periods.
- A Noticeable Reduction in the Workload on Your Customer Service Team
- Meter reading, estimated payment, and rate all handled in a single dialog box
- Integration with your systems, such as Wilken or SIV
"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 Chatbot Needs to Do in the Energy Industry Today
Absorbing Peak Loads Instead of Overloading the Service
Whether it’s a billing cycle, an adjustment to estimated payments following a price change, or a seasonal meter reading request: When thousands of customers all want the same thing at the same time, any manually operated service channel reaches its limits. A chatbot scales right along with these peaks, responds to every inquiry with the same high quality, and frees up your team to handle clarification requests, hardship cases, and switches that require in-depth consultation.
A bot for all communication channels with your utility customers
Your customers decide for themselves where they want to reach out: through the customer portal, the app, WhatsApp, Facebook Messenger, or your website. Instead of managing each channel individually, BOTfriends X allows you to use a single configuration that responds everywhere with the same brand voice, covering more than 100 languages.
Turning Contract Data into Real Insights
Information such as the discount amount, the latest meter reading, the contract term, or pricing components is stored in your industry-specific system, not in a static FAQ. The chatbot identifies the customer, accesses the relevant data record in real time, and formulates a response based on your verified brand knowledge. The result is a service agent that not only provides information but also logs transactions back into your systems.
Why BOTfriends X and not a standard chatbot tool or an enterprise integrator?
Utilities that implement a service chatbot today usually end up with one of two unsatisfactory options: the low-cost, off-the-shelf solution, which quickly reaches its limits when dealing with sensitive issues, or the complex integration project that ties up budget and takes months to complete. BOTfriends X is deliberately designed so that you don’t have to choose either of these options.
Hybrid Intelligence Instead of Risky Single-Prompt Bots
A bot that mixes up meter readings or makes a plausible but incorrect claim when adjusting advance payments will cost you in terms of regulatory compliance and customer trust. BOTfriends X combines large language models with your business logic and a verified knowledge base. This ensures that information on rates and pricing components remains brand-compliant and makes automated processes in your billing system traceable.
Platform Sovereignty Instead of an Integrator Project
Instead of relying on an external service provider, lengthy consulting sessions, and a go-live date sometime in the quarter after next, BOTfriends takes a different approach. Thanks to its no-code architecture, you can have your first productive chatbot up and running in just a few weeks, and your team can maintain it on its own afterward—for example, when the next rate change or price adjustment is due. Our solution experts are always available to assist you if you need help.
Multi-Agent Orchestration: Structured Like Your Customer Service
A simple chatbot is overwhelmed by multi-step interactions when a single command is supposed to simultaneously categorize the inquiry, verify the user’s identity, retrieve contract data, execute the action, and confirm it. BOTfriends X distributes these steps among separate agents, similar to how your service divides the work among initial contact, case handling, and expert advice. A typical setup might look like this:
The triage agent categorizes the request
Submit a meter reading, adjust an estimated bill, compare rates, report a change of address: From the very first message, the triage agent identifies the issue and forwards the case to the appropriate department or a specialized agent.
The authentication agent secures sensitive processes
Before a discount is changed or a contract is amended, this agent verifies the customer’s identity—for example, using the customer number, meter number, or verification data. This ensures that actions involving sensitive personal data are carried out in a controlled manner and in compliance with the GDPR.
The process agent operates within your systems
The process agent carries out the actual transaction: He records the meter reading, sets the new estimated bill, retrieves contract data, and sends the result back. All of this takes place within the same call, without your customers having to fill out a form or wait for a callback.
Expert knowledge to support the process, available at any time
From government fees to grid feed-in: Our system directly links your energy industry expertise with customer management. When questions arise about grid fees, meter replacements, or dynamic rates, the AI immediately provides the right information—directly from your verified knowledge base. Your team benefits from a noticeable reduction in workload and consistent quality of information, while maximum security is ensured in the background: data processing in the billing and CRM systems is strictly separated.
That's why BOTfriends is the right partner for energy providers
Resolve routine matters without involving staff
A well-designed chatbot can automatically handle about 80% of recurring inquiries. This frees up your support staff to focus on cases that truly require expert knowledge.
Relief Starting in the First Month
Utilities that start using BOTfriends typically save thousands of service minutes per month, even during the initial phase. Countless utilities now rely on BOTfriends solutions.
Integration with systems in the utility industry
The chatbot interacts directly with the systems where your data is actually stored, such as Schleupen and Wilken, as well as your CRM and collaboration tools.
GDPR-compliant & Made in Germany
Usage and contract data are sensitive, which is why they are transmitted in encrypted form and exclusively via European servers. The BOTfriends X AI Agent platform is set up to be GDPR-compliant and aligned with 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 Chatbot Can Do for Energy Providers
Submit meter readings, via photo if desired
Your customers can report their meter readings whenever it's convenient for them and can also upload a photo. The chatbot reads the value, checks it against the previous year's reading to ensure it's plausible, and sends it directly to your billing system.
Adjust the down payment and clarify billing issues
The chatbot immediately answers questions about the installment amount following a price adjustment, the remaining term, or the breakdown of the electricity price, and implements the change in full if necessary.
Seamlessly process change-of-address notifications (registrations, deregistrations, and address changes)
The chatbot guides customers step by step through the entire process and enters the data into the system. This takes the stress out of moving for customers and saves the administrative staff a tremendous amount of time during the typical peak moving seasons.
Classifying and Responding to Emails
The BOTfriends X platform automatically sorts incoming service emails, forwards them, or responds to them directly, with a level of automation that you set yourself.
Information in over 100 languages
The chatbot supports more than 100 languages without requiring you to maintain a separate knowledge base for each one. This is a significant advantage for municipal utilities serving areas with a diverse population.
Seamless handoff to your team
If a case becomes too complex, the bot forwards the conversation—including the entire chat history—to a staff member. The customer does not have to explain her issue all over again.
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
Instead of running a new standalone solution, a BOTfriends chatbot connects via open interfaces to the systems you’re already using: industry-specific systems such as Schleupen and Wilken, as well as CRM and collaboration tools like Salesforce, HubSpot, Microsoft Teams, or Google Workspace. It retrieves data in real time, performs the action, and writes the result back to the source system.
A functional chatbot is usually up and running in just a few weeks. You don't need to build your own development team—our Solutions Team will empower you and is always available to provide support.
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More about AI in the energy sector
Frequently asked questions
This applies especially to rule-based and frequently recurring tasks: meter reading submissions (including via photo), advance payment adjustments, questions about rates and contracts, and information regarding annual billing. If your billing system is integrated, the chatbot doesn’t just provide information—it handles these processes from start to finish and sends the results back to you.
Up to 80% of recurring issues can be resolved automatically. In practice, this translates to several thousand service minutes saved each month, and this benefit is felt as early as the first month—especially during peak periods related to billing and price adjustments.
Yes. Integration with industry systems such as Schleupen and Wilken, as well as with your CRM environment, is at the core of every BOTfriends solution. The chatbot reads the data in real time and writes changes—such as a new advance payment—back to those systems.
Yes. We process consumption and contract data in encrypted form and exclusively on German or European servers. The BOTfriends X AI Agent platform is GDPR-compliant and designed to meet the requirements of the EU AI Act, precisely because energy data is particularly sensitive.
Depending on the scope and system environment, your first production-ready chatbot can be up and running in just a few weeks. BOTfriends supports you every step of the way—from concept through go-live to ongoing development.