National Grid taps Kraken’s AI-powered platform for 6.5m US customers
Image courtesy Kraken Technologies
Utility giant National Grid in the US has selected Kraken Technologies’ platform to increase operational efficiency for 6.5 million of their residential, commercial and industrial energy customers across Massachusetts and New York, as part of a multi-year transformation project.
Octopus Energy-owned Kraken’s cloud-based customer service and billing platform will allow National Grid to offer energy solutions and pricing plans, using its advanced smart meter technology.
The platform will also provide customer agents with the tools and information to resolve customer issues and improve the customer experience.
National Grid is the first large-scale US utility to adopt Kraken, which is already contracted to serve over 70 million accounts around the world with utilities such as E.ON Next, EDF Energy, Octopus Energy, Origin in Australia and more.
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According to Kraken in a release, their platform can process over eight billion data points daily, unlocking deeper insight into customer behaviours and energy usage. This will enable employees with tools to anticipate and address evolving customer needs.
Additionally, says Kraken, the partnership strengthens National Grid’s ability to design innovative energy solutions and deliver a safe and reliable energy system.
Commenting in a release was Amir Orad, CEO of Kraken: “We’re excited to kick off a new chapter with National Grid as they take a major step toward transforming the energy landscape.
“Together, we’re focused on elevating the customer experience, driving digital transformation, and helping create an AI-powered energy system built for the future. With National Grid leading the way, we’re setting the stage for what’s next in the energy world – and we’re just getting started.”
Said Bill Malee, chief customer officer, National Grid: “Leveraging Kraken’s industry-leading expertise will support our mission to provide exceptional service to our millions of customers across the Northeast.
“Once fully implemented, the Kraken platform will replace decades-old systems, enhancing the customer experience and reinforcing our commitment to a customer-first approach.”
Headquartered in London and New York, Kraken manages over 70 million accounts, over 40GW of power – from off-shore wind to grid-scale batteries – and over 300,000 consumer devices such as electric cars and charging stations.
