Customer service in the energy sector has a poor reputation — long hold times, automated menus that go nowhere, and answers that arrive days after the question was asked. Plan B Net Zero launched Neo to replace that experience with something categorically different.
Neo is an AI-powered support assistant built directly into the Plan B Net Zero app. It handles energy questions in real time, resolves routine requests automatically, and operates around the clock — no waiting, no opening hours, no queues. Questions about tariffs, billing, meter readings, consumption analyses, and personalised saving tips are all within Neo’s scope, answered through highly conversational voice technology backed by deep energy domain knowledge.
The practical difference for customers is significant. Rather than waiting for a human agent to become available, they receive accurate, contextualised responses immediately. Rather than navigating a static FAQ, they interact with a system that understands their specific account and usage patterns. And rather than a generic answer, they get advice tailored to their situation.
Plan B Net Zero has designed Neo with data privacy as a foundational principle. All customer data is stored in Germany, encrypted to the highest standards, and fully compliant with GDPR. Customers retain complete control over their information at all times — a commitment that goes considerably further than the boilerplate privacy disclosures common across the industry.
Pressat covered the Neo launch in December 2025, noting that the assistant represents a meaningful step forward in energy customer service. Easy News Web reported on the broader Neo Energy strategic context within which the assistant sits.
The Plan B Net Zero Instagram offers a closer look at how the brand communicates these innovations to its growing community. Neo is more than a chatbot — it is a demonstration of what energy companies become when they treat customer experience as a core product rather than an operational afterthought.