KBP supports call-center agents of EnBW and Yello in the complex, multi-step business processes that the leading agent systems (ASI today, BSI in future) do not cover. The functional scope is organised in feature areas; each area is described as a set of use cases in the requirements section of the KBP wiki, and every feature the code exposes is listed in the generated feature catalog.
| # | Feature area | Functional requirement (what agents achieve) | Main systems |
|---|---|---|---|
| 1 | Entry points and session | Open KBP per business case from ASI or the EnWiCore client for one customer, tenant and context; see backend system status and agent alerts | EnBW IDM, CIM, EnWiCore |
| 2 | Customer account (Kundenaccount) | Maintain the customer’s personal, address, contact and payment master data centrally, trace changes, complete missing data, manage the MyEnergyKey account and send self-service links | CMDM, Auth0, MXO |
| 3 | Telephone PIN (Telefon-PIN) | Authenticate the caller with two PIN digits before showing data; create, send and delete PINs | PIN Service |
| 4 | Contracts and consumption (Verträge & Verbrauch) | Inspect contracts, tariffs, meters, documents and consumption; change contract contact and payment data; follow up open offers and declarations of intent | EnWiCore, Dynamics Sales |
| 5 | Account data (Kontodaten) | Explain balances, records and payments; create installment plans and deferrals; transfer prepayments; write off records; produce statements | APA |
| 6 | Order capture (Auftragserfassung) | Sell commodity contracts to new and existing customers with the correct ruleset, tariff, delivery and payment data | ComV3, Digital Layer, EnWiCore |
| 7 | Tariff change (Tarifwechsel) | Offer and book tariff changes by intent and follow up the declaration of intent | ComV3, MXO, ZAuV |
| 8 | Relocation (Umzug) | Relocate a contract or record a move-out step by step with remote validation, alternative offers and owner data | Commodity Layer, ComV3 |
| 9 | Receivables management (Forderungsmanagement) | Drive dunning, debt collection, disconnection and reconnection, avoidance agreements, research, checks and delimitation tasks through their ZAuV state machines | ZAuV / Digital Layer, APA |
| 10 | Legal department (Rechtsabteilung) | Hand cases to the legal department and collection companies, correct or cancel transfers, flag access lawsuits | ZAuV, phinAMV, APA |
| 11 | Marketing permissions (Werbezustimmung) | Record consents and revocations per channel and topic in the legally required wording | Permission Service |
| 12 | Next Best Action | Show MXO recommendations and report the customer’s response | MXO |
| 13 | Shared services | Address, payment and contact validation, term blacklisting, meter and market-location checks, documents | EnCore, Endia |
Actors, roles, tenants, application contexts and entry-point URLs are defined in Actors and Context. The entities behind these requirements are described in the Domain Model.