Tibber FAQ

Purpose

This article outlines the automated and tiered support process for customers undergoing a "Home Move" (Relocation). It enables the AI Auto-Assist to resolve standard logistical questions immediately while ensuring complex technical integrations (Solar/Battery) are routed to specialized L2 Technical Support.

Overview

A "Home Move" is a high-volume event. Most customer needs are administrative (Address, Date, Pulse reset). However, technical "Power-ups" like Modbus Solar Inverters or Battery Storage require manual configuration by L2. This process ensures the customer gets instant answers for 80% of their move while the technical 20% is handled by experts.

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1. Automated Resolution (AI Auto-Assist)

Provide the following standard solutions:

Q1: Contract Start Date

• Procedure: Confirm the move-in date provided by the customer matches the grid registry.

• Auto-Response: "I’ve confirmed your Tibber contract for the new address starts on [Date]. Your billing for the old address will automatically cease on that day."

Q2: Address Update

• Procedure: Verify the new EAN/Meter ID associated with the new address.

• Auto-Response: "Your profile has been updated! Your new home at [Address] is now linked to your Tibber account."

Q3: Tibber Pulse Relocation

• Procedure: Advise the customer on hardware transition.

• Auto-Response: "You can take your Tibber Pulse with you! Simply plug it into the new meter at your new home. Important: You must perform a factory reset in the app (under Power-ups > Tibber Pulse > Factory Reset) to link it to the new meter data."

Q4: Payment Method

• Procedure: Direct the user to the self-service portal.

• Auto-Response: "Your payment method remains the same by default. If you’d like to change it for the new house, go to You > Account > Payment Method in the Tibber app."

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2. Technical Escalation (L2 Support)

If the customer mentions Solar, Batteries, or Modbus, the AI must not attempt a resolution. Instead, it must mention that the ticket will be spit and escalated to L2 for further investigation.