GenAI Demo Navigator

Customer & Channels

Front line

Billing & metering specialists

Grid operations

Case management & QA

1Contact & channel entry 2 2

2Identify customer & premises 1 1

3Intent triage 1 1

4Front-line resolution 2 2

5Consumption & feed-in analysis 2 1

6Move-in / move-out processing 1 1

7Outage status & customer information 1 2

8Solution & tariff offer 1 2

9Case management & follow-up 1 1

10Quality scoring & coaching 1 1

React Flow

Issue → AI potential map

Derived from this view’s pain points and potentials — the operating concept column is the production thinking.

Issue	Impact	AI pattern	Operating concept	KPI effect	Demo
Annual tariff rounds spike contact volume on known dates	cost, cx, speedthe spike is forecastable but staffing cannot flex to match it	conversational-agent	Reads are free, writes are gated: the agent may read consumption, invoices and outage status at will, but contract and metering-point changes are confirmed or routed to a human. Unbundling is respected — grid and supply data stay separated as the regulator requires.	Cost per contact ↓ Repeat contact rate ↓	Vierwald Energy Care — Chat Agentlive
Annual tariff rounds spike contact volume on known dates	cost, cx, speedthe spike is forecastable but staffing cannot flex to match it	voice-agent	One agent definition serves both channels; voice adds caller identification by number and stricter confirmation before any write. Availability is the point — the spike does not respect office hours.	Peak abandonment rate ↓ Service hours ↑
Annual tariff rounds spike contact volume on known dates	cost, cx, speedthe spike is forecastable but staffing cannot flex to match it	knowledge-ops	Knowledge is edited, evaluated and published as a unit — the eval suite runs before a change goes live, so a tariff-round update is a reviewed release rather than a scramble.	Time to publish a rule change ↓ Stale-answer incidents ↓	Vierwald Admin — Content & Eval Consoleplanned
One fault produces hundreds of identical questions	cx, costpeak demand for information coincides with peak operational load	conversational-agent	Reads are free, writes are gated: the agent may read consumption, invoices and outage status at will, but contract and metering-point changes are confirmed or routed to a human. Unbundling is respected — grid and supply data stay separated as the regulator requires.	Cost per contact ↓ Repeat contact rate ↓	Vierwald Energy Care — Chat Agentlive
One fault produces hundreds of identical questions	cx, costpeak demand for information coincides with peak operational load	voice-agent	One agent definition serves both channels; voice adds caller identification by number and stricter confirmation before any write. Availability is the point — the spike does not respect office hours.	Peak abandonment rate ↓ Service hours ↑
Change of tenancy is high-volume manual procedure	cost, speedprocedural work with almost no judgement content	conversational-agent	Reads are free, writes are gated: the agent may read consumption, invoices and outage status at will, but contract and metering-point changes are confirmed or routed to a human. Unbundling is respected — grid and supply data stay separated as the regulator requires.	Cost per contact ↓ Repeat contact rate ↓	Vierwald Energy Care — Chat Agentlive
Rules and conditions live in documents that change yearly	quality, risk, speednobody can tell a stale answer from a current one at the desk	knowledge-ops	Knowledge is edited, evaluated and published as a unit — the eval suite runs before a change goes live, so a tariff-round update is a reviewed release rather than a scramble.	Time to publish a rule change ↓ Stale-answer incidents ↓	Vierwald Admin — Content & Eval Consoleplanned
Rules and conditions live in documents that change yearly	quality, risk, speednobody can tell a stale answer from a current one at the desk	automated-qa	The rubric is versioned content, so what "good" means is inspectable and arguable. Scores drive coaching and prompt changes; they never auto-discipline a named employee.	QA coverage ↑ Policy adherence variance ↓	Vierwald Admin — Content & Eval Consoleplanned
"Why is my bill so high?" needs data, not a script	cx, quality, costthe data exists; the reconciliation is what does not happen	conversational-agent	Reads are free, writes are gated: the agent may read consumption, invoices and outage status at will, but contract and metering-point changes are confirmed or routed to a human. Unbundling is respected — grid and supply data stay separated as the regulator requires.	Cost per contact ↓ Repeat contact rate ↓	Vierwald Energy Care — Chat Agentlive
"Why is my bill so high?" needs data, not a script	cx, quality, costthe data exists; the reconciliation is what does not happen	automated-qa	The rubric is versioned content, so what "good" means is inspectable and arguable. Scores drive coaching and prompt changes; they never auto-discipline a named employee.	QA coverage ↑ Policy adherence variance ↓	Vierwald Admin — Content & Eval Consoleplanned
Feed-in remuneration is assembled from three sources	cx, qualityprosumer base grows every year, so this volume only rises	conversational-agent	Reads are free, writes are gated: the agent may read consumption, invoices and outage status at will, but contract and metering-point changes are confirmed or routed to a human. Unbundling is respected — grid and supply data stay separated as the regulator requires.	Cost per contact ↓ Repeat contact rate ↓	Vierwald Energy Care — Chat Agentlive

Figures marked “actual” come from FY2025 public reporting; ranges marked “illustrative” are industry-plausible benchmarks, not company data.