Customer expectations for their energy providers are increasing and changing fast. As the energy system becomes more complex, customers are no longer just calling about bills and meter reads, and they do not expect to be confined to communicating through just one channel. Instead, they want fast, joined-up service across phone, SMS, chatbots, WhatsApp and other digital channels. At the same time, they are navigating smart tariffs, EVs, solar, flexibility, affordability, vulnerability support, and a more active relationship with the grid.
That changes the role of the contact centre. The best customer service teams will not simply be the ones that automate the most interactions. They’ll be the ones that know when to automate, when to assist, and when to bring human expertise to the front.
That’s why we are proud that Kaluza has won an Amazon Connect Customer Innovation Award 2026, announced at the EMEA Amazon Connect Customer Community Event at Ministry of Sound in London.
For us, the recognition is important because it reflects a guiding principle behind Kaluza’s platform. Energy intelligence is not only about optimising devices, tariffs or grid signals. It is about helping energy companies serve customers in a more personal, predictive and adaptive way. This philosophy saw Kaluza named #1 for innovation in the 2025 Frost Radar.
When agents have better context, better tools, and better intelligence, they can make better decisions in the moments that matter. That may mean identifying a vulnerable customer, consulting on the right tariff or product, resolving a complex query faster, or helping a household make choices about their energy usage with confidence.
The future of customer care is not AI instead of people. It’s AI as an extended teammate, helping energy teams deliver better outcomes for customers at greater scale.
