The energy transition is making customer service harder than ever.
EV charging, solar generation, battery storage and volatile grid pricing have turned simple billing questions into complex, cross-system problems.
Legacy tools can't keep up. The result? Longer calls, more escalations and rising costs.
Agents are stuck juggling disconnected systems with no unified view of the customer, slowing down onboarding and forcing a trade-off between speed and accuracy.
More hiring and training won't fix this. The platform has to change.
Introducing Kaluza Customer Care
An AI-powered, award-winning solution purpose-built for energy retailers. Recognised at the 2026 Amazon Connect Customer Innovation Awards, Kaluza Customer Care gives agents one interface for billing, tariffs and live energy data, combined with AI-driven subject and sentiment analysis. No more switching systems. Just real-time context for every resolution.
Routine tasks get automated. Complex ones get routed to the right team automatically. Background AI handles contact summaries and case updates, so agents can focus on the customer, not the admin. Built on an embedded integration with Amazon Connect and powered by combined Kaluza and AWS AI, it's the only contact centre solution built with deep energy expertise.
“With Kaluza, we’re not just upgrading our digital infrastructure. We’re fundamentally reimagining how energy is delivered and experienced.”
Etienne Amic, Chief Data and Information Officer. ENGIE
A knowledge base in every language
Agents can only serve customers as well as they understand their own documentation and slow, inaccurate translation creates gaps. Kaluza closes them with instant retrieval and translation in natural language. Agents ask questions in their own language and get answers translated automatically, so every agent works from the same trusted knowledge base, regardless of market or language.
Automate the repetitive
How many times a day are your agents running the same diagnostic steps to find and fix the same root cause? Energy problems are rarely simple, but Kaluza AI learns to spot the patterns behind them. Trained on your historic case data, it automates the most likely fixes, getting faster over time. Customers get resolutions sooner. Your cost-to-serve drops.
What changes when your contact centre runs on Kaluza
- Faster resolution. A single, real-time 360° customer view means agents find answers in seconds, not minutes. −32% average handling time and +23% first-contact resolution
- Lower inbound volume. Proactive outreach and self-service keep customers informed before they pick up the phone, cutting contact volume without cutting service quality.
- Better agent experience. Less time fighting fragmented systems, more time actually helping customers. Faster onboarding, higher satisfaction.
- Lower cost to serve. Automation handles the routine. AI handles the analysis. Your agents handle what actually needs a human. 45% lower cost to serve and +50% more customers per agent
- No lock-in. Open, API-first architecture means you're never locked into a single channel or provider as your strategy evolves.
Learn how OVO cut handling time by 32% and doubled customers served per agent
Built to grow with you
Kaluza Customer Care is the contact centre layer of the Kaluza Energy Intelligence Platform, connected to billing, product management, exceptions and energy optimisation through the same real-time data backbone. Whether a customer asks about their smart charging schedule, their latest bill or their tariff options, the answer comes from a single source of truth.
Voice bots, webchat, social, SMS, quality assurance and expanded knowledge management, all built progressively on the same foundation.
See Kaluza Customer Care in action
Book a demo and let's talk about how we can help you engage customers and accelerate the energy transition.
