24/7 service powered by AI: How evm is becoming an energy CX innovation leader with Parloa and avatars

evm is the largest municipal energy and service provider in Rhineland-Palatinate, providing customers with green electricity, natural gas, heat, photovoltaic systems, heating systems, heat pumps, drinking water, and telecommunications. It considers its expert customer service to be its competitive advantage. 

Vision

Evm’s leadership team has an ambitious vision for company-wide AI implementation: AI agents that deliver personalized 24/7 service with no wait times.

“We want to be pioneers in AI – and provide excellent service that builds trust, deepens relationships, and sets new standards in customer communication for energy providers.”

Christoph Hesse, CEO of evm

To make this vision a reality, evm plans to automate all first-level service processes without compromising on quality. The first step is implementing voice AI agents that handle inquiries around the clock, speak over 100 languages, respond to individual needs, and guide customers to a solution quickly and personally. The next step is AI avatars modeled after evm experts to provide advice via video chat for even closer customer relationships.

evm knows that the only way this strategy will be successful is if the AI feels human, and knows to route to a human when specific expertise is required. Given Parloa’s reputation for successfully implementing AI across complex enterprise environments, evm sought their technological solution in Parloa.

Why Parloa?

Together with AI experts from the consulting firm Botgenossen, evm evaluated five AI solutions on strength, performance, and reliability. 

Ultimately, they chose Parloa’s AI Agent Management Platform (AMP) for its ability to scale across channels and languages, and flexibly adapt to future requirements. The platform’s high security and compliance, in coordination with data protection and regulatory requirements, was further reason to proceed. Finally, Parloa’s partner infinit.cx, the leading CX technology integrator in the DACH region, brought deep CX know-how and years of platform integration expertise to the implementation, reassuring evm with their solution-oriented approach and high ability to execute against the company’s goal of achieving rapid results and recouping the AI investment in less than a year.

“We want to harness the full potential of AI and bring innovations to market quickly – with partners who are technologically impressive, share our vision, and with whom we simply click. We’ve found these partners in Parloa and infinit.cx.”

Christoph Hesse, CEO of evm

“We took a close, deliberate look: It was important to us to find partners who truly understand the needs of businesses. In addition to technology, what matters most to us are experience, scalability, and the ability to quickly put solutions into effect.” 

Björn Hermes, Head of IT at evm 

Efficient implementation of a complex integration

To implement Parloa’s voice AI agents, Parloa and infinit.cx needed to integrate the platform with several of evm’s systems, processes, and channels. Inbound and outbound use cases had to be seamlessly orchestrated and avatars created. In order to accomplish this, the team approached the implementation with a centralized AI architecture in which specialized AI agents could work together and integrate into existing system landscapes. 

Now, evm’s robust knowledge base serves as the foundation for all interactions. Whether AI agents are making phone calls, chatting, or conveying content visually as avatars, the cross-channel system delivers consistent, high-quality experiences and forms the basis for a scalable, future-proof AI service architecture.

“Only through a clean, centralized architecture can many individual solutions be transformed into a powerful overall system. A sustainable and scalable solution can only be created when all components work together strategically. With Parloa and infinit.cx, we have succeeded in turning this vision into reality.” 

Björn Hermes, Head of IT at evm 

Personalized 24/7 service with AI agents

In May 2026, Evm rolled out its quick-win use cases and has since been continuously iterating to expand them. By taking a phased approach to implementation, evm brings AI into productive use early and then strategically scales through a targeted approach.

Phase 1: Inbound calls for expert service and increased revenue

evm went live with four use cases: request classification and customer authentication, meter reading submission, estimated payment changes, and energy FAQ responses. 

Soon, its AI agents will also handle address changes and advise on complex topics such as solar power. 

The final step will be for agents to suggest suitable add-on products (e.g. an energy storage system for a solar installation) to transform standard support cases into revenue-generating opportunities.

Phase 2: Outbound calls for proactive customer communication

In Phase 2, AI agents will manage the accounts receivable cycle. They will proactively call customers to discuss options for settling outstanding payments, carrying full context on the customer to empathetically tailor the conversation to their individual financial situation. The AI agents will also contact customers when meter readings have been estimated multiple times in order to obtain current readings for accurate billing.

Phase 3: AI avatars deliver next-level customer service

In Phase 3, evm takes AI to a new dimension: Experts from the company represent evm as interactive video avatars and answer questions about energy topics. 

“We don’t intend to replace real people with AI avatars. Rather, we want to foster closer customer relationships and greater transparency. This makes us the first in the energy industry to redefine the service experience in this way.”

Christoph Hesse, CEO of evm

What’s next

evm is integrating AI agents into customer communications and continuously expanding their capabilities with the goal of scaling the AI agents across the entire company in different languages and channels, operating as personal AI companions that directly contribute to value creation. Ultimately, evm expects the AI agents to become the central interface for customers, seeing them as more important than apps or websites. 

“We embrace new technological opportunities early on to maximize benefits for customers and employees and to ensure our business success.”

Christoph Hesse, CEO of evm

In doing so, evm is ushering in a new era of customer service for energy providers, one that makes customer experiences simpler, more personalized, and more direct.