Octopus Energy . Energy
AI-drafted replies to customer emails
Production
Pilot
Production
Scaled
Killed
the company first started using AI to answer customer emails in FebruaryFrom the source, 2023-05-08
What happened
Octopus Energy began using AI to answer customer emails in February 2023. CEO Greg Jackson wrote in The Times that by May, 34% of customer emails were answered by AI, about the work of 250 people, with 80% customer satisfaction against 65% for human staff. He said it was unlikely to lead to job losses at Octopus because the company was growing quickly.
Sources
- Company
- Octopus Energy
- Industry
- Energy
- Vendor / platform
- Not stated in source
- Type
- Customer-facing agent
- Status
- Production
- Evidence date
- 2023-05-08
- Source
- https://www.yorkshirepost.co.uk/business/ai-now-doing-work-of-250-people-three-months-after-launch-octopus-energy-boss-reveals-4133923
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.