Behind every smart meter, EV charger, and flexible energy tariff is intelligent software making it all work. Kaluza has spent years building this infrastructure, helping energy retailers across the UK, Australia, Europe, and Japan deliver smarter, cleaner energy services to millions of customers. Kaluza Customer Care is the part of our platform that energy retailers use to manage customer support; it serves as a CRM, gives agents the AI tools to work faster, and provides customers ways to solve problems themselves.
Today, we are taking another step toward the future of customer service in energy. Kaluza has partnered with Decagon to power new AI-driven voice and chat experiences, laying the groundwork for future customer-facing AI support in Kaluza Customer Care.
"Kaluza knows the energy retail customer better than anyone, and they've already built the platform that connects the data behind every interaction. Partnering with Kaluza lets us bring AI voice and chat into that foundation and shape what concierge-level support looks like for energy customers."
— Jesse Zhang, CEO and Co-Founder at Decagon
What This Means for Customer Journeys
Kaluza is designing AI-driven customer care workflows to deliver:
- Shorter Call & Chat Times: Automation aimed at handling routine queries instantly and eliminating hold times.
- Smarter Routing: Complex inquiries go straight to the right specialised agent the first attempt without unnecessary transfers.
- Higher First-Contact Resolution (FCR): Direct integration with energy consumption and account data to help resolve customer issues in a single interaction.
- Happier Customers: Faster, easier support that improves the everyday experience for retail energy customers.
"At Kaluza, we are using AI to reinvent how energy retailers interact with their customers. We are partnering with Decagon to design new experiences that will give agents intelligent tools and provide customers with immediate, accurate responses. It’s not just about automating conversations, it’s about using tech to shorten resolution times, eliminate frustration, and pave the way for an intuitive, human-centric support experience at scale."
— Rebecca Gray, Product Director, Kaluza Customer Care & Commerce
What’s Next?
This is an early step as we explore how AI voice and chat can change energy retail support. . While these features are strictly in development and not yet live for existing clients, we look forward to sharing progress and insights as we build toward commercial availability.
Stay tuned for updates as we test and refine the next era of Kaluza Customer Care.
