Context and Opportunity 

Energy providers are navigating increasing complexity in managing customer complaints, as expectations around speed, transparency, and resolution quality continue to rise. Coupled with growing regulatory oversight, these shifts create both operational pressures and a strategic opportunity to build customer trust and improve satisfaction. 

In many organisations, complaints processes still depend on legacy systems and manual workarounds. Teams often juggle multiple platforms to gather information, assess issues, and drive resolution. While this can be effective in isolated cases, a fragmented approach limits real-time visibility, slows down response times, and makes it harder to spot recurring problems or broader systemic trends.

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A Closer Look: How One National Energy Provider Took the Lead 

This article explores how one of Australia’s largest energy providers addressed these challenges head-on by reimagining its complaints management function. Through a strategic partnership with Calab.ai and the deployment of its NeuralOps platform, the provider delivered faster resolution times, deeper operational insight, and a more responsive customer experience—setting a new benchmark for AI-enabled service operations in the energy sector. 

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The Solution: Intelligence at the Core 

To address these systemic inefficiencies, the company partnered with Calab.ai to deploy NeuralOps – an advanced, AI-powered framework designed to bring human-like reasoning to complex business operations. 

Seamlessly integrating with existing infrastructure, NeuralOps delivered real-time  Generative AI processing along with intelligent process execution. The solution replaced fragmented workflows with a unified platform capable of adapting and scaling with the business. 

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Core capability created: 

• Automated complaint classification and routing to appropriate teams based on nature and context. 
• Enhanced prioritisation and  analysis to detect and flag urgency, flag emotionally charged cases and identify trends as they emerge. 
• Historical data analysis to extract actionable insights and improve future customer interactions.
• Reduction of manual, complaint summarisation and analysis, freeing case workers to focus on nuanced, high-stakes issues. 

With NeuralOps, the supplier transformed its complaints system from a cost centre into a value driver—delivering faster outcomes, deeper insights, and higher customer satisfaction. 

Measurable Results: From Reaction to Resolution 

NeuralOps enabled a step-change in performance across the business, unlocking a new standard in service operations: 

✅ Improved customer satisfaction through faster, more accurate resolution paths and a more empathetic customer journey. 

✅ Reduced resolution times and operational costs by automating low-value tasks and empowering frontline teams. 

✅ Deeper insights into complaint drivers, customer behaviours, and systemic issues that can be addressed proactively. 

This shift empowered the business to move from reactive firefighting to proactive experience design—elevating service delivery while reducing cost-to-serve.  

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Strategic Perspective: Leading with AI 

The company’s leadership understood that customer service is not a back-office function—it’s a strategic advantage. Investing in AI wasn’t just about solving today’s challenges, but about future-proofing the organisation for tomorrow. 

“In the energy sector, customer experience is no longer just a support function—it’s a competitive advantage. By adopting NeuralOps, this leadership team has not only embraced AI, but built the digital foundation for how customer interactions will be shaped in the future.”— Jonathan Parsons, Co-founder, Calab.ai 

Future Roadmap & Scalability: A Platform for Transformation 

Buoyed by the success of NeuralOps, the supplier now sees AI as a foundational capability—not just a one-off initiative. NeuralOps has become the core infrastructure upon which future innovation will be built. 

Now the company is actively how it can holistically use NeuralOps to transform other areas of its business with the already established deployed framework for rapid digitisation. 

This enterprise-wide vision is turning AI into an enabler of agility, responsiveness, and long-term operational resilience. 

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Leadership Commitment: A Future-Facing Mindset 

The organisation’s leadership remains committed to modernising operations with advanced technologies.  

As one of the first movers in AI-driven complaints management, this national supplier has set a new benchmark for operational excellence in the energy sector—and signalled what’s possible for those ready to lead with AI. 

Calab.ai continues to lead the way in AI-driven enterprise transformation. 

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