Agentic Customer Service for utilities
AI chatbot and voicebot for municipal utilities: 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.
Municipal utilities and energy companies automating with LoyJoy
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
40
Languages via chat and phone
AI chatbot for municipal utilities
Why now
Municipal utilities and energy companies are under pressure from two sides: rising contact volume meets a shortage of qualified service staff. LoyJoy is the European platform for Agentic Customer Service. Unlike generic chatbots, LoyJoy executes processes autonomously, integrates with your billing system and uses BPMN workflows for regulated processes such as GPKE and MaBiS.
- ●Pressure from two sides.
- Rising contact volume from new heating legislation, energy price caps and smart-meter rollout meets a shortage of qualified service staff.
- ●End-to-end answers.
- AI agents resolve recurring requests around meter readings, installments, invoices, tariffs and moves end-to-end.
- ●Real process execution.
- Integration with SAP IS/U and ERP systems. BPMN workflows for regulated processes like GPKE and MaBiS.
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.
Funding programs and KfW advice
The AI agent informs about KfW and BAFA funding, heating replacement, heat pump and photovoltaics. Lead capture with marketing consent directly in chat.
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.
Live-chat handover to the service team
Complex requests are handed over seamlessly to your agents in live chat, with full conversation context. Asynchronous handover via email ticket is also possible.
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.
Integration with SAP IS/U and utility ERP
LoyJoy connects your AI chatbot via open APIs to SAP IS/U, Wilken Neutrasoft, Schleupen.CS, Lima, Stadtwerk24 and powercloud. The AI agent executes real processes: installment changes, move notifications, meter reading capture and tariff switches directly during the customer conversation, with confirmation by email or SMS.
- SAP IS/U
- Wilken Neutrasoft
- Schleupen.CS
- Lima
- Stadtwerk24
- powercloud
- GPKE
- MaBiS
GDPR, EU hosting and compliance for municipal utilities
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. Data is encrypted in transit and at rest. The platform provides features designed to support requirements under GDPR, accessibility law and the EU AI Act. For regulated utilities and energy companies, 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.
GDPR
Data processing agreement, DPIA, EU data sovereignty
EU AI Act
Transparency obligations and documentation
BFSG (Accessibility)
Accessible customer interaction
DORA on request
For utilities with banking license and financial services
ROI calculator for utilities
Calculate your concrete savings based on your contact volume, average handling time per case and target automation rate. Based on real LoyJoy projects in the utility sector.
Success stories: utilities running LoyJoy in production
Frequently asked questions about the AI chatbot for utilities
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.
Resources for utilities and energy companies
- Case study Stadtwerke Velbert: AI agent in chat and phone
- Case study Stadtwerke Herne: SAP processes in the AI agent
- Case study Stadtwerke Witten
- Case study Bellersheim
- AI chatbot Erna in utility customer service
- Speech-to-speech voicebot (Phone Agent)
- Analytics for chat and phone
- BPMN workflows for regulated processes
- Pricing for utilities
Ready for an AI chatbot at your municipal utility?
We will show you in 30 minutes how LoyJoy runs in production at Stadtwerke Herne, Velbert, Kamen and Witten.