Smart voicebot for future-oriented customer service
With its new voicebot, enersuisse has taken a decisive step toward a modern customer experience. Customers can now take care of their most important tasks – such as customer identification, setting up payment plans, ordering invoice copies, or activating deadline extensions – simply by using their voice, without having to dial any numbers or wait on hold. For enersuisse, this means less pressure on the call center, happier employees, and a better customer experience because waiting times are reduced.
As an integral part of the core team, we were able to accompany the introduction of the voicebot throughout its entire duration and were responsible, among other things, for the implementation of the four processes “customer identification,” “setting up a payment plan,” “requesting a copy of an invoice,” and “activating a deadline extension.”
THE CHALLENGES
Today's customers expect fast and straightforward solutions. Until now, simple requests such as ordering a copy of an invoice or setting up an installment plan were forwarded to employees by phone, which occasionally led to waiting times or additional effort.
With the introduction of the digital assistant, customers now have access to a modern self-service solution: provided that all criteria are met, it can automatically set up an installment plan or send a copy of an invoice. At the same time, it is still possible to be connected directly to an employee at any time.
enersuisse's goal was to create a solution that customers would understand immediately, that would resolve their issues efficiently and in a customer-friendly manner, and that would be seamlessly connected to internal systems.
THE CHALLENGES
Today’s customers expect fast and straightforward solutions. Until now, simple requests such as ordering a copy of an invoice or setting up an installment plan were forwarded to employees by phone, which occasionally led to waiting times or additional effort.
With the introduction of the digital assistant, customers now have access to a modern self-service solution: provided that all criteria are met, it can automatically set up an installment plan or send a copy of an invoice. At the same time, it is still possible to be connected directly to an employee at any time.
enersuisse’s goal was to create a solution that customers would understand immediately, that would resolve their issues efficiently and in a customer-friendly manner, and that would be seamlessly connected to internal systems.
OUR APPROACH
The voicebot was developed in close collaboration with enersuisse – a digital voice assistant that understands voice input, interacts with the systems via SAP BTP, Customer Engagement, and SAP IS-U, and automatically completes the entire process. After an intensive scoping and design phase, the new components were implemented in various systems, including SAP IS-U, SAP CE, SAP BTP, telephony solution, and Cognigy.AI (Voicebot).
In order to set the course for the future and automation with the digital voice assistant, it was necessary to technically implement various SAP backend APIs, activate and use suitable SAP BTP functions, and have various SAP CE developments carried out by a third-party company. The smooth connection of the billing processes to the voicebot was intensively tested for correctness in several test blocks before the go-live.
Particularly important: the solution was developed and tested in close collaboration with enersuisse employees and tailored to their working methods. The result is a solution for customers that functions smoothly from a technical perspective while also contributing to a positive customer experience. Initial customer reviews confirm this.
As the implementation partner, we were responsible for collaborating on the MVP process designs, reimplementing the SAP BTP components, connecting the interfaces (API), and developing the SAP IS-U functions. We also closely supervised the testing of the newly created, complex interactions across different systems.
Agile project methodologies were used hands-on as part of the project. This enabled a structured, coordinated, and goal-oriented approach with all participating companies and service providers.
The result: Callers are now directed straight to the voicebot, which, after identifying them, automatically carries out the three billing processes “deadline extension,” “payment plan,” and “invoice copy” and informs customers when the work has been completed. All voicebot interactions are recorded in SAP CE as customer interactions and are available at any time.
If other functions such as “reporting a move” are requested, the voicebot forwards the calls directly to the next available call center agent, who then takes care of the customer's request.
Security and data protection
A central component of the project was the consistent consideration of security and data protection requirements. Appropriate concepts were developed, tested, and implemented in collaboration with the specialist departments at enersuisse. The focus was on compliance with the Swiss Data Protection Act (DSG) and high internal security standards. All data flows and system integrations were designed according to the principle of “privacy by design” to ensure the secure processing of customer data.
OUR APPROACH
The voicebot was developed in close collaboration with enersuisse – a digital voice assistant that understands voice input, interacts with the systems via SAP BTP, Customer Engagement, and SAP IS-U, and automatically completes the entire process. After an intensive scoping and design phase, the new components were implemented in various systems, including SAP IS-U, SAP CE, SAP BTP, telephony solution, and Cognigy.AI (Voicebot).
In order to set the course for the future and automation with the digital voice assistant, it was necessary to technically implement various SAP backend APIs, activate and use suitable SAP BTP functions, and have various SAP CE developments carried out by a third-party company. The smooth connection of the billing processes to the voicebot was intensively tested for correctness in several test blocks before the go-live.
Particularly important: the solution was developed and tested in close collaboration with enersuisse employees and tailored to their working methods. The result is a solution for customers that functions smoothly from a technical perspective while also contributing to a positive customer experience. Initial customer reviews confirm this.
As the implementation partner, we were responsible for collaborating on the MVP process designs, reimplementing the SAP BTP components, connecting the interfaces (API), and developing the SAP IS-U functions. We also closely supervised the testing of the newly created, complex interactions across different systems.
Agile project methodologies were used hands-on as part of the project. This enabled a structured, coordinated, and goal-oriented approach with all participating companies and service providers.
The result: Callers are now directed straight to the voicebot, which, after identifying them, automatically carries out the three billing processes “deadline extension,” “payment plan,” and “invoice copy” and informs customers when the work has been completed. All voicebot interactions are recorded in SAP CE as customer interactions and are available at any time.
If other functions such as “reporting a move” are requested, the voicebot forwards the calls directly to the next available call center agent, who then takes care of the customer’s request.
Security and data protection
A central component of the project was the consistent consideration of security and data protection requirements. Appropriate concepts were developed, tested, and implemented in collaboration with the specialist departments at enersuisse. The focus was on compliance with the Swiss Data Protection Act (DSG) and high internal security standards. All data flows and system integrations were designed according to the principle of “privacy by design” to ensure the secure processing of customer data.
THE RESULT
The voicebot has been live since September 2025 – and the feedback is clear:
- Customers find the service easy, fast, and modern.
- Employees are relieved of some of their workload and can devote themselves to more complex inquiries.
- The company has taken a clear step toward a digital, future-oriented customer journey.
If an issue cannot be resolved automatically – for example, in the case of complex advice – the digital voice assistant forwards the call to the appropriate person in customer support based on the context.
We are delighted with enersuisse about this successful project and look forward to presenting its results to the DSAG Utilities Switzerland user group on December 2, 2025!
The next implementation steps and the expansion of the voicebot functions are already firmly planned and will be implemented step by step in the coming months.
In line with enersuisse's vision:
"The future of the customer journey with enersuisse will feel smooth, supportive, and adaptable.
- Initial contact: The customer starts the chat or voicebot, is greeted naturally, and guided through their request in a targeted manner.
- Intelligent clarification and solution: Frequent requests are resolved immediately and automatically. More complex inquiries are forwarded to the right expert based on context.
- Channel change: Customers switch seamlessly between channels without repeating information. Example: An evening voicebot request to unsubscribe is completed the next morning by email with full context.
- Follow-up and completion: Automated confirmations, personalized updates, and satisfaction surveys are sent via the preferred channel.
The journey is orchestrated, proactive, and smooth at every point."
The voicebot laid the foundation for making the enersuisse customer experience modern and contemporary and turning the vision into a future-oriented customer journey for all sides.
THE RESULT
The voicebot has been live since September 2025 – and the feedback is clear:
- Customers find the service easy, fast, and modern.
- Employees are relieved of some of their workload and can devote themselves to more complex inquiries.
- The company has taken a clear step toward a digital, future-oriented customer journey.
If an issue cannot be resolved automatically – for example, in the case of complex advice – the digital voice assistant forwards the call to the appropriate person in customer support based on the context.
We are delighted with enersuisse about this successful project and look forward to presenting its results to the DSAG Utilities Switzerland user group on December 2, 2025!
The next implementation steps and the expansion of the voicebot functions are already firmly planned and will be implemented step by step in the coming months.
In line with enersuisse’s vision:
“The future of the customer journey with enersuisse will feel smooth, supportive, and adaptable.
- Initial contact: The customer starts the chat or voicebot, is greeted naturally, and guided through their request in a targeted manner.
- Intelligent clarification and solution: Frequent requests are resolved immediately and automatically. More complex inquiries are forwarded to the right expert based on context.
- Channel change: Customers switch seamlessly between channels without repeating information. Example: An evening voicebot request to unsubscribe is completed the next morning by email with full context.
- Follow-up and completion: Automated confirmations, personalized updates, and satisfaction surveys are sent via the preferred channel.
The journey is orchestrated, proactive, and smooth at every point.”
The voicebot laid the foundation for making the enersuisse customer experience modern and contemporary and turning the vision into a future-oriented customer journey for all sides.
ABOUT ENERSUISSE
enersuisse is the leading service provider in the Swiss energy market. As the operator of Switzerland’s largest service platform, enersuisse benefits from economies of scale and shared investments. enersuisse is leading the way, giving all partners access to innovative and modern services and solutions in a time of change. enersuisse impresses with maximum efficiency and the best customer experience in everything it offers in terms of systems and processes. The focus is on the professional handling of all processes related to energy consumption and the implementation of challenging projects.
“With the voicebot, we have not only introduced a new technology, but also created a new customer experience. Today, our customers are experiencing what we understand to be a modern customer experience: simple, fast, and context-based. For us, this is the first step toward a consistently digital future. The collaboration with inpeek has shown how much can be achieved when professionalism and team spirit come together. The digital voice assistant is a project that inspires our customers and reduces the workload for our employees.”
Sue Ajdini, Head of Excellence & Member of the Executive Board, enersuisse AG
“The voicebot is a milestone on our path to digitalization. For our customers, this means an immediate and noticeable improvement: less complexity, higher service quality. For enersuisse, it is proof that we have the courage to break new ground – in the interests of our customers.”
Martin Leuenberger, CEO enersuisse AG
