Energy companies worldwide are reducing customer service costs by up to 50% thanks to AI chatbots. Modern technology enables higher customer satisfaction while dramatically reducing operating costs.
AI chatbots in the energy sector: How to save millions on customer service
AI chatbots outperform human operators
The numbers from Western markets speak for themselves. British energy company Octopus Energy achieves 80% customer satisfaction with its AI chatbot, while human operators only reach 65%. Their AI system does the work of 250 people in responding to customer emails, and responds to approximately 34% of customer emails.
US company Con Edison is investing billions of dollars in modernising its energy infrastructure, including smart technologies. It analyses data from 3.1 million smart meters and achieves energy savings through advanced analytical tools.
AI is not just a fad but a practical solution with hard numbers. It will help energy companies achieve greater efficiency and customer satisfaction.
What exactly can modern AI chatbots do in the energy sector
Today’s AI chatbots in the energy sector are not just ordinary “answerers” to frequently asked questions. They can do much more and take over the work that used to be done by humans.
Complaints and billing queries are handled 24/7. Customers can check their account, report a complaint, or resolve a payment issue anytime. The AI system can automatically create a service request and provide ongoing updates on the status of the solution.
Predictive energy savings recommendations act as a smart personal advisor. Based on consumption analysis, they suggest to the customer when to run the washing machine or dishwasher so that they can pay less. Such a tip can save hundreds of dollars a year.
Proactive communication about outages means no more endless waiting on hold. Instead of customers trying to call during an outage, an AI chatbot automatically informs them of the situation and provides ongoing updates on how repairs are progressing.
A practical example is reporting faults via a smartphone photo. The customer takes a photo of the damaged pole or electricity meter, AI recognises the type of problem and automatically creates a service request for the appropriate team of technicians.
Measurable benefits for Czech companies
Nice numbers are one thing, but what about return on investment? The figures from AI chatbot implementations are compelling here.
According to a 2024 IDC study, global investment in AI systems will reach $632 billion by 2028. The energy sector is among the top 5 industries with high ROI from generative AI implementation. Gartner estimates potential savings of up to $80 billion in the call centre industry by 2026.
According to a McKinsey survey, 65% of companies already use generative AI, and many report current cost reductions and revenue growth. Put into practice: an energy company that spends $2 million a year on call centre operations could save around $600,000, or about a third of its budget, thanks to smart automation and chatbots. That’s not to be sniffed at.
For every dollar invested, companies get an average of $3.7 back. For a Czech energy company with an investment of $5 million, this means a total benefit of $18.5 million, or a net savings of $13.5 million. The math is simple.
Time savings are another measurable benefit. According to analyses of global companies implementing AI chatbots, customer agent productivity has increased by an average of 14%, and query resolution times have been reduced by approximately 9%. For a Czech company with 100 operators, this corresponds to the performance of 14 additional employees, without any increase in personnel costs.
Specific metrics reflect improved customer experience. Companies report a 15–20% increase in customer satisfaction after deploying AI chatbots, and response times are reduced from hours to seconds.
eMan in the energy sector: Our experience
For almost 15 years, we have been helping to digitise processes for leading energy companies in the Czech Republic:
- E.ON – Mobile maintenance portal for field technicians, which accelerated fault reporting and optimised service planning
- E.ON – E-Contracts system that converted paper contracts into digital form and reduced the contract conclusion process from weeks to days
- Pražská plynárenská – Web portal and savings calculator that allows customers to compare tariffs and calculate savings in real time
We work with ČEZ, E.ON, EG.D, MND, Epet, Pražská plynárenská, and other major players in the Czech energy market. We understand the energy sector’s needs, from distribution network management to customer processes.
The path to implementation in the Czech Republic
The path to successful AI chatbot implementation is clear for Czech energy companies. A gradual approach is the key to success. Instead of taking a big leap into the unknown, starting with a pilot project covering the 3 to 5 most frequently asked customer questions is better.
The practical first step is to review call centre records for the last six months. Find questions that come up repeatedly and are easy to solve. These usually relate to backup settings, payment details, or billing questions.
Integration with existing systems is a potential stumbling block. Successful implementations require integrating CRM systems, billing modules, and other core systems. The chatbot cannot provide up-to-date information about accounts or request statuses without this.
How to minimise risks during implementation
The most significant risk is underestimating the preparatory phase. We recommend thoroughly analysing the call centre’s current state and identifying the most common queries with the highest potential for automation. A pilot project with limited scenarios will allow you to test functionality and set up the right processes before full deployment.
The second critical point is the quality of the training data. An AI chatbot is only as good as the information it receives. Investing in careful preparation of the knowledge base and ongoing system training based on real interactions pays off.
Companies should also consider a long-term strategy. An AI chatbot is not a one-time investment for a few years, but a platform for continuous customer service improvement. The initial investment is significant, and success is not guaranteed if the proper procedures are not followed during implementation.
eMan: Partner for energy digitisation
Our solutions include customer portals, mobile energy management apps, fault reporting systems, and overall digitisation of customer processes. We understand how the energy sector works and know how to connect new AI technologies with what companies already have.
AI chatbots in the energy sector are not science fiction, but today’s reality. The right timing of implementation can bring competitive advantages and significant savings. Start with a small pilot project, measure the results, and gradually expand functionality.
If you are considering an AI solution for your energy company, we would be happy to discuss the options and propose specific steps. Contact us.
