Can we also build the AI agent in Claude or ChatGPT?

Yes. With LoyJoy Headless, your business team describes new agents and changes in its AI assistant, for example Claude or ChatGPT. LoyJoy creates them as a draft in staging, and nothing goes live without approval. Your roles and permissions control which areas the assistant may edit. The assistant never sees customer data.

How does a chatbot for municipal utilities support data protection requirements?

LoyJoy is hosted exclusively in the EU. For chat agents, LoyJoy runs its own language model on its own hardware in a data center in Germany. The platform provides features designed to support requirements under GDPR, accessibility law and the EU AI Act. We actively support data processing agreements and data protection impact assessments. Contract clauses geared toward DORA requirements are available on request. The assessment depends on the specific use case and configuration.

Which billing and ERP systems are supported for utilities?

LoyJoy integrates via open APIs with SAP IS-U, Wilken Neutrasoft, Schleupen.CS, Lima, Stadtwerk24, powercloud and others. Custom REST APIs can be connected directly through the BPMN workflow module.

How long does it take to launch an AI chatbot at a municipal utility?

Typical utility projects with LoyJoy go live in 2 to 4 weeks. At Stadtwerke Velbert, the voicebot went live three weeks after a joint workshop day. Stadtwerke Herne, Velbert, Kamen, Bönen and Bergkamen as well as Witten run LoyJoy in production.

What does an AI chatbot for municipal utilities cost?

The Professional plan is 1,490 EUR per month and includes 5,000 conversations, 500 phone minutes, BPMN workflows, WhatsApp and MCP. Additional phone minutes cost 0.29 EUR, volume pricing on request. We offer dedicated commercial terms for utilities and cooperative banks.

Can the chatbot also handle phone calls?

Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Classic pipeline voicebots built from speech-to-text plus LLM plus text-to-speech are obsolete because of this. At Stadtwerke Velbert, the voicebot handles more than 20 request types, multilingual and around the clock.

Can the voicebot take meter readings and installment changes by phone?

Yes. The Phone Agent captures meter readings and installment changes during the call and passes them to your billing system through the same interface as the chat, including plausibility checks.

How do utilities measure the relief from chatbots and voicebots?

Through the resolution rate, meaning the share of requests the AI agent completes without handover. LoyJoy Analytics shows for chat and phone which requests the AI agent resolves itself and which it hands over. Multiplied by your average handling time, this gives the capacity freed up. At Stadtwerke Velbert, the phone resolution rate rose from 55 to over 70 percent within four weeks.

How much maintenance does an AI chatbot at a municipal utility need?

Your service team maintains it, without an IT project and without release cycles. The AI agent takes its knowledge from your website and documents, and your team changes flows and wording via drag-and-drop or in a dialog with the AI assistant of your choice. A tight optimization loop pays off in the first weeks after launch, after that regular reviews are enough.

When does the voicebot hand over to a service agent?

You decide. A proven pattern is a brake instead of a block: if a caller asks for an agent, the AI agent offers a solution once and states the waiting time. If the caller still wants a person, it hands over with full context. Emergencies, outages and meter disconnections are always forwarded immediately. Outside service hours it records a callback request.

Does the AI agent support MaBiS and GPKE?

Yes. Via the BPMN workflow engine and the SAP IS-U integration, GPKE- and MaBiS-compliant processes for supplier switching, move-in and move-out can be implemented.

Are there reference customers in the utilities sector?

Yes. Stadtwerke Herne with the service chatbot Erna and SAP IS-U integration, Stadtwerke Velbert with Veli in chat and phone, Stadtwerke Kamen, Bönen and Bergkamen and Stadtwerke Witten run LoyJoy in production. Bellersheim uses the AI chatbot Bella in energy sales.

Agentic Customer Service for utilities

The AI Agent for municipal utilities and energy suppliers: automate service and processes

AI chatbot and voicebot for municipal utilities, energy companies and utility providers. Automate meter readings, installments, move-in/out and tariff switches. GDPR-aligned, EU hosting, integrated with SAP IS-U, Wilken, Schleupen and Lima. Live in 2 to 4 weeks.

Request a utility demo Calculate savings

4.8OMR Reviews

4.9Capterra

This is how an agent comes to life with LoyJoy Headless: described in Claude, approved by you, resolved for the customer. Explore LoyJoy Headless

Municipal utilities and energy companies automating with LoyJoy

Case Study→

What LoyJoy delivers for municipal utilities

>70%

of calls resolved by the voicebot at Stadtwerke Velbert

2-4

Weeks to go-live

24/7

Availability via chat and phone

Languages via chat and phone

Why now: AI agents for utilities

Customers arrive with AI assistants.

They have tariffs compared and will soon have moves or installments handled too. Without agents of your own, the relationship goes to comparison portals.

Pressure from two sides.

Smart meter rollout, dynamic tariffs and the heat transition raise contact volume while service staff are scarce. Agents resolve meter readings, installments and moves end to end, integrated with SAP IS-U.

Since 2018 without switching platforms.

LoyJoy has kept pace with every technology leap, from GenAI to agentic AI, speech-to-speech and Headless. No customer has ever had to switch platforms.

Use cases: chatbot and voicebot for municipal utilities

Submit meter reading via chatbot

Customers enter the meter reading directly in chat. The AI agent recognizes the meter number, validates the value and submits it via API to SAP IS-U, Wilken, Schleupen, Lima or powercloud.

Change monthly installment via AI agent

Customers adjust their monthly installment directly in chat. The AI agent verifies plausibility based on annual consumption and applies the change in the billing system.

Report move-in or move-out for electricity and gas

Move-in and move-out notifications with meter readings, address data and contract handover handled fully in the chatbot. GPKE- and MaBiS-compliant handover to your ERP.

Tariff switch and tariff advice

The AI agent advises based on your tariff database, shows matching electricity and gas tariffs and completes the switch in chat. With GDPR-aligned marketing consent.

Outage reporting and incident management

Customers report electricity, gas, water and heating outages in chat or by phone. The voicebot prioritizes by urgency and hands over to the on-call service.

Voicebot for the utility hotline (Phone Agent)

Speech-to-speech voicebot with latency below 500 ms, natural prosody and interruption handling. EU hosting, GDPR-aligned, integrated into your ACD system.

Built by you, visually or in conversation

Build it yourself, resolved end to end, not a form in the customer portal

Classic utility solutions are forms in the customer portal and manual email processing. With LoyJoy, your business team builds AI agents itself, no-code with drag and drop or in conversation with your AI assistant. The agents handle meter readings, installments and moves end to end, connected to SAP IS-U and Wilken and extensible with over 100 process modules.

Portal form and email

Intake, then manual processing

Customers fill in forms, staff have to process every submission manually
Requests are captured, but not resolved end to end
Changes require release cycles in the portal
No 24/7 availability for complex questions

LoyJoy AI Agent

Built in-house, resolved end to end, 24/7

Meter readings, installments and moves in dialog and end to end, integrated with SAP IS-U
Over 100 process modules for real transactions, not just answers
Business team builds and changes with drag and drop or in conversation with Claude, prototype in 15 minutes
Voicebot for the utility hotline from the same platform

Our ambition: the simplest enterprise platform for Agentic Customer Service and Sales. We make you fast: live in 2 to 4 weeks, on your own or supported by our delivery team.

Voicebot Speech-to-Speech (Phone Agent)

Voicebot for the utility hotline

Our Phone Agents run on the latest speech-to-speech AI. Latency below 500 milliseconds, natural prosody, interruption handling and EU hosting. Classic voicebot pipelines built from speech-to-text, LLM and text-to-speech sound mechanical and react with delay. Your customers can hear the difference.

Latency below 500 ms
Natural prosody
Interruption handling
EU hosting

Sample dialog

Caller

"I'd like to lower my monthly installment, I'm consuming much less than last year."

Veli (AI agent)

"Happy to help. I can see your current installment of 145 euros. Based on your current annual consumption, I'd suggest 105 euros. Shall I adjust it?"

Relief you can prove

What makes a chatbot and voicebot relieve a utility's service team

Many utilities run bots but cannot quantify the relief. It usually comes down to three things: missing measurement, high maintenance effort and a handover to service agents that comes too early or not at all. That is exactly where LoyJoy comes in.

Measurable relief from day one

Analytics shows for chat and phone which requests the AI agent resolves itself and which it hands over. At Stadtwerke Velbert, the voicebot resolved 55 percent of calls on its own at launch and over 70 percent after four weeks of targeted optimization.

Validated data instead of rework

The AI agent checks meter readings and installments directly against the billing system. If a value does not match the expected consumption, it clarifies it in the conversation. Less rework ends up in the back office.

Maintained by your team, no IT project

Your service team changes knowledge, flows and wording itself, via drag-and-drop or in a dialog with the AI assistant of your choice. Optimizations go live without a release cycle.

A brake instead of a block at handover

Callers who want to speak to a person are never turned away. The AI agent first offers a solution, states the waiting time and then hands over with full context. Emergencies, outages and meter disconnections are always forwarded immediately.

Stadtwerke Witten's AI agent resolves around 50 % of calls directly, compared with under 5 % with the previous phone bot.

"My conclusion after a few weeks: a much more flexible customer hotline, less pressure and real added value for customers, who reach the solution they want faster thanks to AI."

Tim Henne, Private Customers, Stadtwerke Witten

Read the Stadtwerke Witten case study Read the Stadtwerke Velbert case study

GDPR and SAP IS-U: compliance and integration

Hosting exclusively in the EU, the chat LLM on our own hardware in a data center in Germany. Connect your systems via the API client and model processes with BPMN, no code required.

Compliance

GDPR
EU AI Act
BFSG (Accessibility)
DORA on request

Integration

SAP IS-U
Wilken Neutrasoft
Schleupen.CS
Lima
Stadtwerk24
powercloud
GPKE
MaBiS

All evidence in the Trust Center

Success stories: utilities running LoyJoy in production

Utility

Stadtwerke Witten AI Phone Agent

An AI agent answers calls at Stadtwerke Witten and resolves around 50 % of requests directly during the call.

Read case

Utility

Stadtwerke Velbert AI Veli

AI agent Veli answers inquiries in chat and, more recently, on the phone. Containment rose from 55 to over 70 percent within four weeks.

Read case

Utility

Stadtwerke Herne Service Chat

For Stadtwerke Herne AG, LoyJoy implemented an AI agent that resolves five service processes end to end in SAP IS-U.

Read case

Utility

Stadtwerke Kamen Service Chat

Gemeinschaftsstadtwerke Kamen, Bönen and Bergkamen have created a chatbot on the LoyJoy platform that answers customer questions about their services.

Read case

All utility cases

Frequently asked questions about the AI chatbot for utilities

: Yes. With LoyJoy Headless, your business team describes new agents and changes in its AI assistant, for example Claude or ChatGPT. LoyJoy creates them as a draft in staging, and nothing goes live without approval. Your roles and permissions control which areas the assistant may edit. The assistant never sees customer data.
: LoyJoy is hosted exclusively in the EU. For chat agents, LoyJoy runs its own language model on its own hardware in a data center in Germany. The platform provides features designed to support requirements under GDPR, accessibility law and the EU AI Act. We actively support data processing agreements and data protection impact assessments. Contract clauses geared toward DORA requirements are available on request. The assessment depends on the specific use case and configuration.
: LoyJoy integrates via open APIs with SAP IS-U, Wilken Neutrasoft, Schleupen.CS, Lima, Stadtwerk24, powercloud and others. Custom REST APIs can be connected directly through the BPMN workflow module.
: Typical utility projects with LoyJoy go live in 2 to 4 weeks. At Stadtwerke Velbert, the voicebot went live three weeks after a joint workshop day. Stadtwerke Herne, Velbert, Kamen, Bönen and Bergkamen as well as Witten run LoyJoy in production.
: The Professional plan is 1,490 EUR per month and includes 5,000 conversations, 500 phone minutes, BPMN workflows, WhatsApp and MCP. Additional phone minutes cost 0.29 EUR, volume pricing on request. We offer dedicated commercial terms for utilities and cooperative banks.
: Yes. LoyJoy provides Phone Agents based on current speech-to-speech AI. Latency below 500 ms, natural speech quality, interruption handling, EU hosting. Classic pipeline voicebots built from speech-to-text plus LLM plus text-to-speech are obsolete because of this. At Stadtwerke Velbert, the voicebot handles more than 20 request types, multilingual and around the clock.
: Yes. The Phone Agent captures meter readings and installment changes during the call and passes them to your billing system through the same interface as the chat, including plausibility checks.
: Through the resolution rate, meaning the share of requests the AI agent completes without handover. LoyJoy Analytics shows for chat and phone which requests the AI agent resolves itself and which it hands over. Multiplied by your average handling time, this gives the capacity freed up. At Stadtwerke Velbert, the phone resolution rate rose from 55 to over 70 percent within four weeks.
: Your service team maintains it, without an IT project and without release cycles. The AI agent takes its knowledge from your website and documents, and your team changes flows and wording via drag-and-drop or in a dialog with the AI assistant of your choice. A tight optimization loop pays off in the first weeks after launch, after that regular reviews are enough.
: You decide. A proven pattern is a brake instead of a block: if a caller asks for an agent, the AI agent offers a solution once and states the waiting time. If the caller still wants a person, it hands over with full context. Emergencies, outages and meter disconnections are always forwarded immediately. Outside service hours it records a callback request.
: Yes. Via the BPMN workflow engine and the SAP IS-U integration, GPKE- and MaBiS-compliant processes for supplier switching, move-in and move-out can be implemented.
: Yes. Stadtwerke Herne with the service chatbot Erna and SAP IS-U integration, Stadtwerke Velbert with Veli in chat and phone, Stadtwerke Kamen, Bönen and Bergkamen and Stadtwerke Witten run LoyJoy in production. Bellersheim uses the AI chatbot Bella in energy sales.

Which requests will your agents resolve next month?

In 30 minutes, we show you which customer requests your agents can resolve starting next month, with examples from Stadtwerke Herne, Velbert, Kamen and Witten.

Request a demo Start a 30-day free trial

Decision and evaluation

Knowledge

Company

The AI Agent for municipal utilities and energy suppliers: automate service and processes

What LoyJoy delivers for municipal utilities

Why now: AI agents for utilities

Customers arrive with AI assistants.

Pressure from two sides.

Since 2018 without switching platforms.

Use cases: chatbot and voicebot for municipal utilities

Submit meter reading via chatbot

Change monthly installment via AI agent

Report move-in or move-out for electricity and gas

Tariff switch and tariff advice

Outage reporting and incident management

Voicebot for the utility hotline (Phone Agent)

Build it yourself, resolved end to end, not a form in the customer portal

Intake, then manual processing

Built in-house, resolved end to end, 24/7

Voicebot Speech-to-Speech (Phone Agent)

What makes a chatbot and voicebot relieve a utility's service team

Measurable relief from day one

Validated data instead of rework

Maintained by your team, no IT project

A brake instead of a block at handover

GDPR and SAP IS-U: compliance and integration

Success stories: utilities running LoyJoy in production

Stadtwerke Witten AI Phone Agent

Stadtwerke Velbert AI Veli

Stadtwerke Herne Service Chat

Stadtwerke Kamen Service Chat

Frequently asked questions about the AI chatbot for utilities