Agentic Customer Service | Powered by Kraken Customer
Get AI onside to amplify your service team
Save money on better service
Make everyday processes more efficient
Keep your service teams sweet
Agentic Customer Service is a collection of powerful tools, designed to support your customer-facing teams on the front line.
You’ll need Kraken Customer to opt into Human Assist and Autonomous Agents.
Give your people the full picture
Our platform keeps your customer data in one place – so AI can serve up relevant information quickly without your agents digging for details across different tools and teams. Our unified data model is the secret to saving time, money and stress on every inbound request.
And get it right the first time
Free your team from mystery-solving and context-switching with Human Assist's suggested responses and intelligent summaries.
And with Autonomous Agents to handle your customers’ everyday problems, your people can get on with the stuff they're best at – like offering empathy, judgment and expertise.
With Utility-grade AI
Our Agentic Customer Service is native to utility businesses – so it’s familiar with all the workflows and communications that your team deals with every day. From billing and payments to tariff changes, move-ins and vulnerability processes, our tools have your team covered.
Opt in to...Human Assist
For faster, smarter service operations
Magic Ink
AI-powered message generation means quicker and more consistent customer service experiences. Agents can easily edit and review drafts, so they stay in the driving seat.
- 60% of our clients' outbound emails now start with a draft by Magic Ink
- 2m+ outbound emails are sent through Magic Ink every month
Storyline
See a smart summary of each customer’s interaction history, with account details and previous communications pulled into a single view.
Pulse
Intent tagging and analytics dashboards track the top reasons customers get in touch.
Respond quickly to emerging issues and prioritise high-impact areas to lower your cost-to-serve over time.
Kraken Companion
Give customer-facing agents a safety net with an AI co-pilot to source answers from your knowledge base during live interactions.
Complaints IQ
Presents an overview of any active complaints with supporting context, so your team can save time chasing key dates and details and get problems solved quicker.
Choose…Autonomous Agents
For service that never sleeps. Our utility-native AI platform helps you:
Filter your inbound queries
Automate away the mundane issues like identity authentication, home moves or meter readings.
Configure AI agents across channels to resolve common issues first time, 24 hours a day – without compromising your customer experience.
Offer conversations with a human touch
AI Agents are shaking off the formalities to relate to people better with natural, human language. (And they sound just as fresh during unsociable hours.)
Scale without the hiring headache
Ride the wave of seasonal or event-driven peaks in demand by letting Autonomous Agents handle all your standard resolutions and shield your team from stress.
Configure agents without code
Design and define how Autonomous Agents should handle workflows for your business using an easy, no-code interface.
Run simulations, apply the right guardrails and evaluate performance to keep every agent on track.
Kraken is a flexible operating system for utilities
Kraken Customer fits seamlessly into your current tech ecosystem, and harmonises with other Kraken products to supercharge more of your utility operations.
