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Boosting customer service with Utility-Grade AI
Good Energy supplies 100% renewable electricity and installs low carbon devices across the UK.
Project Highlights
Supporting residential and C&I customers
- 40% of outbound emails now start with an AI-generated draft
- 32% drop in inbound business customer calls
- 95%+ billing performance maintained during migration
About the partnership
Good Energy licensed Kraken to accelerate the rollout of smart services and to centralize everything needed to serve residential and business customers in one place.
Good Energy were able to maintain, and even improve their service scores during the transformation, maintaining 95%+ billing performance throughout.
A single source of truth makes service tasks a breeze
Migrating all of Good Energy’s customers into Kraken’s unified operating system has unlocked more efficient ways of working – breaking down silos to help agents quickly complete tasks that would have once taken several specialist teams weeks of work.
A streamlined operating model and better visibility of customer context means that agents can solve any inbound problem from start to finish. And teams can work across residential or complex C&I (Commercial & Industrial) accounts – helping staff to build new skills and deliver better service, all while lowering operational costs for the business.
Accelerating empathetic service with AI
Good Energy prides itself on personal, expert customer service and became the first commercial partner to put our Utility-Grade AI service tools to good use with residential customers. Service teams use Magic Ink (part of Agent Assist) to speed up response times, send more messages and deliver more consistent answers to repetitive queries.
Magic Ink’s prompted message generation meant 6.9% more emails were sent in the summer of 2024, and Good Energy saw an uplift of 14.3% for those agents who adapted best to the new tools.
Making tariff changes and complex accounts easier to handle
Easy configuration tools mean our platform is highly configurable — tariff (rate) changes, for example, now take minutes to go live, not weeks. Good Energy has launched and scaled successful tariffs for heat pumps, EVs and storage flexibility – all enabled by Kraken.
Kraken has automated a wide range of complex processes for Good Energy’s C&I customer teams. It provides powerful self-serve tools and simplifies tricky contracts and pricing arrangements like power purchase agreements (PPAs).
The team found themselves sort of fighting with our previous systems – whereas Kraken helps them to do their jobs and deliver the service that they're passionate about delivering.
Nicola Brown, Operations Manager, Good Energy
