Smart tech, smarter service: innovations that work for our customers

Not long ago, managing energy accounts meant waiting on the phone, scanning through sheafs of paper bills, or trying to work out usage from a jumble of numbers. Today, for our customers at E.ON Next, that picture is changing – with technology that not only makes things simpler and more transparent, but also delivers faster, more personal and more effective support for millions of people.

You might not notice all of these innovations at first. Many work quietly in the background, removing complexity and helping customers to manage their energy more easily. But whether it’s speeding up simple tasks, offering personalised insights, or ensuring our people have more time for those who need us most, these tools are designed with one clear goal: better service.

By combining smart self-serve tools, artificial intelligence (AI), to support the expertise and personal touch of our people, we’re improving customer experiences in ways that truly matter: quick answers without long waits, clearer bills that are easier to act on, and sensitive situations handled with care.

Over the past year, we’ve launched a range of advances — from intelligent dashboards that monitor account health to AI voice assistants that can securely take a payment in seconds. Here’s how they’re making a difference.

1. Account health check

Running quietly in the background, our Account Health Check keeps every customer’s account in top condition. It reviews tariffs, checks meter readings and payments, and flags potential issues before they become problems. We’ve had great feedback from customers so far – with many finding the personalised support helps them get more from managing their accounts.

2. Direct debit clarity

Our new Direct Debit tool gives customers a clear, detailed view of how their payments are calculated. It includes predicted usage data, suggested adjustments, and soon, a balance forecaster to show the impact of payment changes on account balance. It replaces uncertainty with transparency, making it easier for customers to stay in control.

3. Billie – bills made smarter

Billie is our interactive digital billing journey, which transforms how customers view and understand their bills. Offering tailored insights, personalised saving tips, and, in future, AI-assisted troubleshooting, Billie moves far beyond the limitations of paper statements.

3. Energy Viz – making usage visible

With Energy Viz, households with smart meters can track daily and monthly consumption in both cost and usage terms. It also breaks down additional charges, helping customers to see exactly what makes up their bill – and where small changes can create meaningful savings.

3. CLaiRE and DaiVID – AI voices for faster service

Our AI voice assistants are transforming how customers interact with us by phone. CLaiRE now answers all residential calls, supporting more than five million accounts by handling areas such as meter readings and payments. DaiVID supports Sainsbury’s Energy customers, verifying callers before they speak to an agent – ensuring time is spent resolving issues rather than repeating details.

Every one of these innovations is designed to make life easier for our customers. Whether it’s avoiding a lengthy call for a simple query, helping someone to better understand their bill, or giving them more control over payments, the aim is to create better experiences at every stage.

For our teams, AI and automation remove repetitive tasks and streamline processes – freeing them to focus on where their skills make the biggest difference: supporting customers with complex needs, guiding those who are struggling with payments, or handling situations where empathy and human understanding are essential.

This is innovation with purpose: using technology not just for efficiency but to deliver service that is faster, fairer, and more human