A strategic deployment of Calab.ai’s NeuralOps platform positions AGL at the forefront of AI-driven service innovation.‍

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.

AGL Energy, one of Australia’s largest and most established energy retailers, has taken a bold step forward—partnering with Calab.ai to reimagine how customer complaints are managed and resolved at scale.

The objective: deliver faster, smarter, and more human-centred service operations—powered by a foundational shift in capability.

‍Turning Operational Pressure into Strategic Opportunity

Historically, complaints management has been viewed as a cost of doing business—an operational necessity managed through legacy systems and manual effort. At AGL, leadership saw something different: the opportunity to transform a burden into a lever for growth, trust, and competitive advantage.

By deploying Calab.ai’s NeuralOps framework, AGL replaced fragmented workflows and reactive processes with a unified, intelligent operating system designed for scale, speed, and strategic insight.

NeuralOps: Intelligence Engineered for Enterprise Complexity

‍ Seamlessly integrated into AGL’s existing infrastructure, NeuralOps brought together the best of generative AI, intelligent automation, and deep analytics into a single framework capable of continuous learning and adaptation.

Key capabilities delivered include:

• Complaint Summarisation: Leveraging vast amounts of customer information perform a detailed analysis and customer fact summary file

• Priority signalling: Early detection of emotionally charged or high-risk cases, with automated escalation pathways.

• Systemic insight generation: Ongoing analysis of historical complaint patterns to inform future interventions.

• Operational efficiency gains: Reduction in low-value manual tasks, allowing human expertise to focus where it matters most.

The result: a complaints management system that not only allows customer complaints to be resolved in a fraction of the original processing time but also allows for the identification of over-arching complaint trends, allowing for proactive actioning so that they can be mitigated in entirety going forward.

Performance Uplift: Measurable, Meaningful, Transformational

Deploying NeuralOps, AGL has managed to achieve a step-change in service performance, including:

✅ Improved customer satisfaction through faster, more consistent, and more empathetic resolutions
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✅ Reduced cost-to-serve by streamlining workflows and eliminating manual bottlenecks
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✅ Increased organisational insight into root causes, trends, and systemic risks—enabling proactive decision-making

AGL has moved decisively from reactive service operations to a predictive, customer-centric model that sets a new standard for the industry.

Leading with AI: A Vision for the Future

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

What Comes Next: Scaling the Model

Buoyed by its success in complaints management, AGL is now exploring how NeuralOps can be extended across adjacent operational domains.

By embedding AI into the fabric of operations, AGL is transforming how the business runs - today and into the future.

A New Benchmark for Energy Retail

With this initiative, AGL Energy has emerged as a category leader in intelligent service design - demonstrating what’s possible when technology, vision, and execution converge.

For organisations navigating similar challenges, the message is clear: AI isn’t coming. It’s here. And it’s reshaping what good looks like.