Kraken named a Leader in the 2026 IDC MarketScape for AI-enabled Utility Customer Experience Management Solutions Vendor Assessment

As utilities look to improve customer service, increase efficiency, and better support frontline teams, AI is becoming a bigger priority. But real progress depends on more than adding new tools. It requires AI that is grounded in utility operations, connected to reliable data, and built to support the complexity of utility customer interactions.

This is why we’re proud to share that Kraken has been named a Leader in the IDC MarketScape: Worldwide AI-Enabled Utility Customer Experience Management Solutions 2026 Vendor Assessment (#US53663226, April 2026).

We believe this recognition reflects the strength of our approach to AI in customer operations: practical, utility-specific capabilities built into a modern operating system and designed to deliver real outcomes in live environments.

According to the IDC MarketScape, “Kraken's unified data model and embedded customer life-cycle architecture eliminate the traditional separation between CRM, CIS, billing, and operational systems, providing a single contextual view across customer, financial, metering, and device domains. This convergence enables real-time orchestration, consistent data governance, and AI deployment directly within operational workflows rather than as an overlay, supporting scalable automation and cross-domain personalization.”

Because customer, operational, and workflow data already live within the same system, Kraken is AI-ready by design, and is tailored to the needs of energy retailers and utilities. Rather than layering AI onto fragmented technology stacks, we bring intelligence directly into the work of serving customers across billing, payments, service, and account management.

We’re already embedded directly into live utility operations, helping customer teams work more efficiently, resolve issues faster, and deliver better experiences for customers at scale.

For example, Good Energy uses Kraken’s AI-assisted drafting feature, Magic Ink, to improve their operational efficiency while delivering excellent customer service:

• Over 40% of emails start with an AI-generated draft

• 14.3% response uplift from specialists who adapt best to the tool

• 4.8 Trustpilot rating, up from 4.2 in 2020

In a market where many AI offerings are still positioned as early-stage tools, we are focused on applying AI where customer work already happens.

Agent Assist is designed as a broader productivity suite for energy specialists. Agent Assist gives customer service teams the tools they need to understand issues faster, work with greater context, and resolve problems more effectively. This includes:

• Prompted message generation with Magic Ink

• Smart contextual timelines with Storyline

• Copilot support through Kraken Companion

• Intelligent complaint summaries with Complaints IQ

• Intent tagging and trend detection through Pulse

Because these capabilities are embedded within Kraken’s operating system, they are connected to the workflows and data utility teams already rely on. That makes them easier to adopt and more effective in practice.

By combining a unified data model, utility-specific workflows, and embedded AI capabilities, we help utilities move beyond disconnected point solutions and toward a more scalable model for customer experience innovation.

Kraken brings together customer, financial, metering, and device data in a single operating environment, giving utilities a more complete view of the customer and enabling AI to work directly inside operational workflows, enabling:

• a stronger foundation for real-time orchestration;

• more consistent data governance;

• scalable automation; and

• more personalized customer experiences.

IDC also noted that customers see Kraken as well aligned to the evolving needs of the energy transition, with capabilities extending beyond retail into areas such as generation and flexibility management, grid operations, and field services. Together, these strengths reflect a broader platform approach designed to help utilities modernize customer operations while building for what comes next.

“We believe this recognition reinforces what utilities need from AI right now: not just experimentation, but real capability in live operations,” said Amir Orad, CEO of Kraken. “Kraken’s Utility-Grade AI is built on a unified platform designed for the complexity of the energy sector, helping customer teams work more effectively today while giving utilities a stronger foundation for innovation tomorrow.”

To see these tools in action, you can book a demo here.