AI-powered support for Smart Energy
We built an AI support agent trained on Smart Energy's products, install workflow, and monitoring quirks. It handles equipment troubleshooting, WiFi monitoring drop-outs, job status, VPP enrolment, and after-hours callbacks — across voice and chat — so your team can focus on the calls that need a human.
What you can ask
Click any prompt to copy it and open the chat. Each one exercises a different workflow Lorikeet has built for Smart Energy.
Post-install WiFi setup walkthrough
The installer left, but the WiFi pairing never took — or a new router has knocked the system offline. The agent walks the customer through a brand-specific pairing flow, one step at a time, like a patient teammate sitting next to them on the phone. 20-40 minutes, human-bookended.
Inverter or battery fault
Customer reports a fault, sees an error code, or the system isn't producing. Agent identifies equipment, runs a structured diagnostic, and escalates with full context if it can't resolve remotely.
Where's my installation?
Pulls the live job from Salesforce, explains why it's on hold (grid pending, parts backordered, strata approval, customer action), and offers a clear next step.
The Anzac Day wedge
Out-of-hours intake. Agent is honest that the human team is offline, resolves what it can, books a callback for the next business morning, and confirms via SMS. The 300 missed calls problem.
Self-serve VPP enrolment
Customer asks about the Virtual Power Plant or Smart Care plans. Agent explains, checks eligibility from the customer record, walks the backup-reserve trade-off, and enrols them once they confirm.
Calling the installer for you
Customer hasn't heard back from their third-party installer. Lorikeet books an outbound call to the installer on the customer's behalf and texts them with the outcome.
Electrical hazard escalation
If the customer describes anything that sounds dangerous — sparks, smoke, burning smell, flood damage — the agent stops troubleshooting, advises 000 if needed, and dispatches an emergency technician.
General questions
Grounded in your help-centre content. Solar, batteries, rebates, Smart Meter, payment options. The agent answers from your published material rather than guessing.
What you can tweak
This is a working sandbox — everything is editable in plain English. Some of the bigger levers:
The Salesforce rollup
One getCustomerContext call returns account, job, equipment, balance, Smart Care, VPP, open cases. Today it's mock data — wire it to Salesforce and the agent sees what your team sees.
Brand voice
Plain Aussie, Byron Bay tone, one question per turn on voice, no DIY electrical advice. Every line of voice and tone is a plain-English guideline your team owns.
Safety guardrails
Smoke, sparks, flood, fire → stop troubleshooting, escalate immediately. Off-topic and DIY-electrical guardrails sit on every response, not just specific flows.
Knowledge base
Scraped from smartenergy.co plus five WiFi-specific manual articles covering Sungrow, Tesla, Alpha ESS, Enphase and SolarEdge pairing. Refresh cadence is configurable.
Outbound calls
The agent can place outbound calls to installers or send proactive SMS. Used today for the Anzac-Day callback wedge and for chasing third-party installers.
Hours & routing
Business hours, after-hours fallback, channel-specific behaviour (voice vs chat vs SMS) all configurable. The matcher routes based on intent, not keyword brittle rules.