Meet EK AI Assist, our Electric Kiwi AI agent
We’re always looking for ways to make your Electric Kiwi experience better and easier. That’s why we’ve introduced our new AI agent, here to help answer your questions whenever you need so you can get the information you’re after even faster.
What can our AI agent help with?
- Answer your general queries: Got questions about plan options, billing, Hour of Power, mobile or broadband? Just ask!
- Help with mobile and broadband setup: Stuck getting set up or need basic troubleshooting? Our AI agent has your back with common fixes.
- Find info fast: It pulls answers directly from our public website and our handy Electric Kiwi info library, so you get the latest info instantly.
- If you’re logged in or provide your email, it can also tailor answers based on your account (all privacy-compliant, of course).
Will the AI agent replace the human service team?
Our real people are still ready and available to help, just like always. If the AI can’t help, or if you prefer to speak with someone, you’ll be connected directly to one of our friendly Electric Kiwi team members in the chat.
When does a real person step in?
If your question’s a bit curly, personal, or just needs a human touch (like account-specific queries, complaints or things our AI agent can’t handle), you’ll be sent through to our customer service team. The handover’s seamless, and someone real will be with you as soon as possible. We’ll even give you an idea of the wait time, if there is one.
What can’t the AI agent do?
- Won’t ever pretend to be a real person – it’s always upfront about being an AI assistant
- Can’t make changes to your account or do anything sensitive or compliance-heavy
- Won’t run any system processes or actions that need our team’s magic
- Doesn’t deal with tough or super tricky topics (don’t worry, these go straight to a human)
- Can’t handle everything—sometimes a real human is just what you need!
Your privacy matters
The AI agent only uses your information if you’re logged in or you choose to provide your email address, and only in ways that are fully privacy-compliant.
How can I use the AI agent?
You’ll see a chat icon on our website – just click to start. Our AI agent is fast with the common stuff and can connect you to a human Electric Kiwi team member if you need more detailed help.
Still want the personal touch?
No problem! Our team is always available during business hours on live chat, email, or when needed, via a call back. Whether you choose the AI or a human, we’re committed to giving you top-notch, friendly, Kiwi service.
Anything else on your mind?
We’re always looking for feedback. If you have any suggestions (or if there’s something the AI didn’t get right), let us know.