Kraken announced the launch of Autonomous Agents, a new suite of utility-specific AI agents developed in partnership with Sierra. The offering combines Sierra’s AI customer experience platform with Kraken’s AI-enabled operating system, unified utility data model, and workflow engine to help utilities automate complex customer service interactions.
The new solution is designed to enable customer service teams to design, test, and deploy AI agents tailored to energy and utility-specific workflows. Built on Kraken’s Utility-Grade AI and AI access layer, the platform allows agents to access real-time account, pricing, usage, and workflow information while interacting with approved capabilities through a governed framework that incorporates energy market logic and regulatory requirements.
Kraken said Autonomous Agents are already operating at enterprise scale. A major energy utility deployed the system four weeks after the project began, and the implementation now supports approximately 1.3 million customer accounts. The company said the rollout demonstrates how AI agents can rapidly transform utility customer operations while enabling human specialists to focus on more complex issues requiring judgment and expertise.
The launch represents an expansion of Kraken’s Open Kraken strategy, which enables utilities and partners to build on the company’s operating system. With Autonomous Agents, AI systems can activate Kraken’s core business engines, retrieve contextual information, and initiate approved workflows through a compliant action layer.
Kraken said the platform provides customer operations leaders with a no-code environment to create and deploy AI agents grounded in its utility-specific data architecture. Unlike traditional interactive voice response systems and generic conversational AI platforms, Autonomous Agents are designed to deliver resolutions for complex utility-related customer journeys that require deep industry expertise and operational context.
Kraken supports more than 90 million accounts globally and counts EDF Energy, E.ON Next, Octopus Energy, Origin, Plenitude, National Grid, and Tokyo Gas among its customers. The company said its platform can deliver up to 40% greater efficiency and three times higher customer satisfaction.
Sierra, co-founded by Bret Taylor and Clay Bavor, develops AI platforms that help companies create, manage, and optimize AI agents across multiple channels while emphasizing trust, safety, and reliability.
KEY QUOTES:
“We’re excited to partner with Kraken – combining our platform with their industry expertise – to help utilities build better, more human experiences while also driving their revenue. Agent OS sets the standard for adaptability and transparency, enabling even regulated companies to go live in weeks with high CSAT and resolution rates. Any team can build an agent, deploying it everywhere across every channel, including voice.”
Bret Taylor, Co-Founder, Sierra
“Energy is too important, too complex and too urgent for generic AI. That’s why we’re building specialized AI for utilities, combining Kraken’s deep energy expertise, data models and AI-driven business engines with Sierra’s leading technology. Autonomous Agents are grounded in Kraken’s understanding of the energy systems from customer data and operational workflows to physical and regulatory constraints, so utilities can scale service with confidence while protecting the quality, reliability and trust their customers expect.”
Assaf Biderman, Chief AI Officer, Kraken
