GermanyEnergy and utilities2026 – ongoingMAINGAU
Voice and chat agents for energy customer service
MAINGAU replaced scripted service bots and reported a +20% automation rate improvement
Problem
MAINGAU's existing bots struggled with follow-up questions and requests outside their scripts. A concurrent ERP migration required the replacement system to work with both old and new infrastructure.
Approach
MAINGAU worked with Parloa and logen.ai to deploy voice and chat agents. A custom connector routed requests between Kraken and LIMA. The agents handled meter readings and contract requests, including tariff advice and emailed offers.
Results
Takeaway
The connector allowed service automation to operate during the ERP transition. Parloa did not specify whether the reported improvement meant a relative increase or percentage points.
Categories
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Parloa described replacing MAINGAU's scripted bots with agents connected to both ERP systems. It reported a +20% automation rate improvement shortly after deployment.
Full details are in the original sources.
