E.ON EGS | NiCE Cognigy

WhatsApp AI Agent for meter readings

E.ON is one of Europe’s largest energy providers, serving millions of customers across electricity and gas networks. Within its operations, E.ON Grid Solutions (EGS) is responsible for managing customer-facing service processes such as meter reading, requiring scalable, accurate, and efficient data collection at high volume. EGS enables customers to submit meter readings via WhatsApp through a fully automated process.

The challenge

Meter reading submission relied on traditional processes requiring manual input, form navigation, or backend-driven workflows not designed for conversational interaction. This created friction and limited completion rates in a high-volume process.

At the same time, the process had to meet strict requirements around security, reliability, and compliance. Existing systems were not designed for modern messaging channels, making it difficult to combine ease of use with enterprise-grade standards.

The challenge was to create a simple, high-adoption customer journey while ensuring secure and stable integration into existing systems.

The solution

EGS implemented an AI Agent on WhatsApp, enabling customers to submit meter readings through a simple, guided conversational flow.

Customers receive a notification, scan a QR code, and enter a WhatsApp conversation where they are guided step by step through the submission process. The interaction includes a structured authentication flow before readings are captured, validated, and securely transmitted to backend systems.

The solution ensures secure communication, reliable processing, and a natural conversational experience, while running fully end-to-end without manual intervention. By removing the need for apps, forms, or waiting times, the process is designed for high completion rates in a high-volume environment.

The impact

Within the first nine weeks, over 90,000 customers initiated the process and 85% completed their meter reading submission. 65,000 were successfully authenticated, demonstrating strong adoption of the new channel.

Customer satisfaction reached 4.8 out of 5, confirming high acceptance. Drop-off rates decreased compared to traditional processes, indicating improved completion behavior across the journey.

Operationally, the fully automated flow reduces manual processing effort and increases efficiency at scale. High adoption and completion rates show that customers actively prefer the new channel, establishing WhatsApp as a viable entry point for further service use cases.