# Kalimera Energy

> Kalimera.ai voice AI for the energy sector: every customer call answered instantly, in 65+ languages, resolved inside your systems.

Website: https://energy.kalimera.ai
Company: Kalimera.ai is a product of MY BUDDY LTD.

## Overview
Infinite Contact Center Capacity for Energy & Utilities. No hold queues. No missed calls. No breached SLAs.

Kalimera.ai is voice AI for energy suppliers and distributors. It answers every call instantly in 65+ languages, verifies the customer by EAN or contract number, resolves routine requests inside your systems, and hands complex cases to your team with the full transcript.

## Key facts
- 10,000+: Concurrent calls
- 65+: Languages
- 99.99%: Uptime SLA
- <3s: Response latency
- 24/7/365: Always open
- Live in production with PPC blue (Public Power Corporation S.A.) in Greece and Romania: 12,800+ overflow calls handled
- 87,639 calls handled in production
- 92% autonomous, no human needed
- 6.35M+ seconds of live conversation
- 12 months of live production, Jul 2025 – Jul 2026

## The problem
Whether you’re an energy supplier or a grid operator, every call matters — a surge during a grid outage, a new prosumer sign-up, a tariff adjustment, a routine meter reading. When seasonal volatility or severe weather hits, contact centres face an impossible choice: let hold times skyrocket, risk regulatory SLA penalties, or pay for temporary staff. Kalimera.ai changes the equation with an enterprise-grade Voice AI capacity layer that handles 10,000+ concurrent calls with zero queue hold times and zero busy signals.

## Use cases
### Advance payments and meter readings, handled instantly
Changes to monthly advance payment amounts are verified and logged live in your system, with an updated payment schedule sent by SMS. Reported electricity or gas meter readings are validated and written directly to your system.

### Billing and payment inquiries, no wait
Due dates, payment status and billing questions are resolved during the call. Claims are recorded in your ticketing system and/or forwarded to your human operator.

### 24/7 outage reporting
Outage reports in your distribution area are accepted by address or EAN code, with real-time status updates on supply restoration.

### Urgent safety issues, recognized and escalated instantly
When a call signals real danger — a sparking meter, exposed wiring, a gas smell — the AI recognizes the urgency, gives immediate safety guidance, and dispatches an emergency technician on the spot, ahead of the standard queue.

### Peak surges under complete control
Waves of inquiries around tariff changes and annual billing statements are handled smoothly, without busy signals or costly temporary staffing.

### Proactive customer updates
Outbound calls are triggered automatically when relevant: planned maintenance, technician visit reminders, promotional offers and expiring-contract alerts.

### Complex cases routed to experts
For complex disputes or non-standard requests, the AI agent transfers the call to a human operator with a summary and the full transcript in hand.

## Case study: PPC blue
- **The challenge**: Contact centre overload and long hold times put Public Power Corporation S.A.’s fast-growing EV charging network at risk — drivers mid-journey can’t wait on hold.
- **The strategy**: PPC deployed Kalimera.ai for a 4-month proof-of-concept: an instant-response layer that steps in on overflow calls with real-time answers on nearest stations, app connectivity and pricing.
- **The results**: Live across Greece & Romania, the Voice AI handled 12,800+ overflow calls — tangible results now moving PPC from pilot to full production rollout.

## Platform
It works inside the systems you already run, and every call stays visible, testable and under human control.

- **Human-on-the-loop**: A supervisor can watch live calls and take over any of them instantly. Two-way transfer rules move customers between AI and human agents.
- **Full audit and traceability**: The entire LLM chain is visible: every node, tool call and response code. Replay any call with timestamps and speakers, then retest it.
- **Governed change**: Version history, four-eyes approval and instant rollback, so you can compare versions side by side and deploy with confidence.
- **Model-agnostic, no lock-in**: Use 14,000+ models from 60+ providers, OpenAI, Anthropic, Mistral or local LLMs, and swap them without rebuilding your workflows.
- **Omnichannel, one knowledge base**: Voice, WhatsApp, SMS, email, chat and WebRTC share one source of truth, so a change reaches every channel at once.
- **Real-time customer intelligence**: Sentiment, frustration and intent are understood as the call happens, and every call is summarised automatically.

## Benefits
### For customers & prosumers
- **Zero Queue Hold Times.** Eliminates busy signals and long waits, even during seasonal surges, tariff updates or severe-weather outages.
- **Native Multilingual Experience.** Natural conversation in 65+ languages, for every customer demographic.
- **24/7 Autonomous Self-Service.** Submit meter readings, adjust payment schedules, request invoices or check outage status any time.
- **Proactive Status & Maintenance Updates.** Automated alerts for planned maintenance, technician visits and payment reminders.
- **Contextual Human Escalation.** Complex disputes and retention cases route to a specialist with the full transcript and summary.

### For energy suppliers & grid operators
- **Infinite Surge Capacity.** Handles 10,000+ concurrent calls, absorbing 300–500% volume spikes without temporary staffing.
- **Real-Time System Execution.** Connects live via API to your CIS, OMS and ERP (SAP IS-U, Salesforce, Oracle) to update records on the call.
- **Operational Load & Cost Reduction.** Offloads 40–60% of routine inquiries, freeing agents for high-value and complex cases.
- **Ironclad Regulatory SLA Protection.** 99.99% uptime and 100% answer rate within statutory response deadlines.
- **Utility-Grade Compliance & Security.** Full auditability, with ISO 27001, ISO 42001, GDPR, EU AI Act and DORA readiness.

## Compliance and security
Certified for security and AI governance, and built for high-risk AI standards and digital operational resilience rules.

- Single-tenant, EEA-hosted customer environments.
- Role-based access, retention controls (60-day default) and PII safeguards.
- Traceability, four-eyes approval, versioning and instant rollback.

## Implementation
1. **Design the workflows**: Map your call types: EAN and contract verification, billing, advance payments, meter readings and outage reports.
2. **Integrate your systems**: Connect telephony and your CRM, ERP, OMS or CIS through APIs. No PBX change and no infrastructure overhaul.
3. **Prove it on overflow**: Begin with overflow or after-hours calls. PPC’s proof-of-concept ran for 4 months before moving to full production.
4. **Go live and optimise**: Monitor every call, replay and retest conversations, and release changes with versioning and approvals.

## FAQ
### What is Kalimera.ai for the energy sector?
It is an enterprise voice AI platform that answers customer calls instantly, verifies the caller, resolves routine requests inside your systems and passes complex cases to your team. It handles 10,000+ concurrent calls in 65+ languages, 24/7/365.

### Which requests can it resolve without an agent?
Advance payment adjustments, meter readings, billing and payment inquiries, and outage reports. Changes are logged live in your systems, with confirmations such as an updated payment schedule sent by SMS.

### How does it identify the customer?
It verifies the caller with an EAN or contract number before it handles the request, and updates your backend systems in real time once the request is resolved.

### What happens with complex or sensitive calls?
The AI agent transfers the call to a human operator with a summary and the full transcript, so customers never repeat themselves. A supervisor can also take over any live call instantly.

### Can it handle a surge, such as an outage or a tariff change?
Yes. The platform runs 10,000+ concurrent conversations, so waves of calls are handled without busy signals or costly temporary staffing.

### Will it work with our phone system and back-office tools?
Kalimera.ai is PBX-agnostic and supports 65+ SIP/VoIP providers, so your telephony stays intact. It connects to CRM, ERP, OMS and CIS systems through APIs, with 60+ core integrations available.

### Can it also make outbound calls?
Yes. Outbound calls can be triggered automatically for planned maintenance, technician visit reminders, promotional offers and expiring contracts, with scheduling and retry logic for no-answer and busy signals.

### How is customer data protected?
Kalimera.ai is ISO 27001 and ISO 42001 certified, GDPR compliant, and ready for the EU AI Act and DORA. Customer environments are single-tenant and EEA-hosted, and every call is auditable end to end.

### Is it running in energy operations today?
Yes. Public Power Corporation S.A. (PPC) runs Kalimera.ai on its PPC blue EV charging network across Greece and Romania, where it has handled 12,800+ overflow calls and is moving from pilot to full production rollout.

## Contact
- Sales: sales@my-buddy.ai
- Phone: +357 95 901 600
- Contact page: https://kalimera.ai/contact
- Live demo line (Greece: Greek – English agent): +30 210 260 1972
- Live demo line (Czech Republic: Energy sector agent): +420 318 318 786