Powered by Kraken Customer
Powering exceptional customer service
Octopus Energy is the UK’s largest energy supplier and is now active in 26 countries.
Project highlights
40% lower cost to serve
Industry-leading service scores, 8 years running
60% of service emails first drafted for agents by AI
Octopus Energy’s distinguished customer service has propelled them from a small startup in 2016 to the UK’s largest energy supplier today. Powered by Kraken Customer, they are the UK’s most awarded energy supplier, netting industry-leading service scores, 8 years running.
Transforming customer service efficiency
Octopus Energy has built a streamlined customer operations model around the Kraken Customer platform. By giving service agents everything they need to provide excellent service in one place, Octopus has been able to slash their cost to serve by 40%.
Since moving to Kraken, any Octopus service agent can complete a broader array of tasks, solving queries that span billing, metering, and customer comms. Breaking down siloes has streamlined operations, reducing the need to pass customers between different specialist teams. This has meant happier teams, and happier customers – for far less.
AI-enhanced customer operations
Octopus Energy has taken additional steps to integrate Kraken’s utility-grade AI into the Kraken Customer platform. Human Assist, an additional suite of AI-enhanced tools, instantly summarizes tickets for Octopus’ agents, using account data and communication history and drafts high quality responses. 60% of customer comms are drafted this way, with 89% of message content sent unchanged, saving agents up to 4 minutes per customer query. This means agents spend far more time on what really matters – providing excellent service.
Maximizing value by integrating Kraken Customer
Octopus Energy is creating huge value by combining Kraken Customer with other Kraken products including our Field platform and Residential Flexibility platform for managing EVs, heat pumps, solar panels, batteries and consumer devices.
This has enabled Octopus to extend their excellent customer service across the entire customer lifecycle, ensuring excellent communications throughout installation of low carbon tech and into the daily running and optimization of these devices.
ResultsResults
Rated 4.8
on TrustPilot
89% of AI-drafted
outbound message content sent unchanged
85% retention rate
for EV customers
Rated 4.8
on TrustPilot
89% of AI-drafted
outbound message content sent unchanged
85% retention rate
for EV customers
