Octopus Energy’s AI trial wins customer approval
New AI customer support chatbot, Arlo, achieved a 76% customer satisfaction score vs. 72% from comparable human responses
Built on the Kraken operating system to work alongside Octopus’ award-winning customer service team – not replace it – with customers always able to speak to a person
Arlo answers routine questions, freeing up energy specialists to focus on more complex customer needs
Marks the next step in Octopus’ mission to use technology to make energy simpler and further improve customer service
London, 7th July 2026 – Customers are giving Octopus Energy’s new AI customer service assistant, Arlo, a big thumbs up after an early trial showed people are happy to engage with artificial intelligence when it's helpful, transparent and keeps people in control.
Built in partnership by Octopus’ tech team and Kraken*, Arlo helps answer straightforward customer emails, including questions about tariff renewals, payment dates and account details.
During the three-month trial, Arlo handled around 8,000 emails a week – 4% of all customer emails received by the energy supplier in the UK.
And customers liked the new support. Arlo achieved a 76% customer satisfaction score, beating comparable responses from human advisors, which scored 72%.
Octopus has taken a careful, step-by-step approach to introducing the new tech and has developed Arlo to support its award-winning team, not replace it.
Arlo only deals with routine enquiries and works within strict guardrails. It never handles vulnerable customers, sensitive cases or complex complaints, which always go straight to experienced members of the customer service team.
By taking care of simple enquiries, Arlo gives Octopus’ energy specialists more time to focus on what matters most: helping customers through more complex situations, solving difficult problems and providing expert human support when it is needed most.
Designed with transparency at its core, every AI-written email is clearly labelled and customers can ask to speak to a human advisor at any stage.
Early feedback from customers has been overwhelmingly positive.
Kelly, a customer from Wales, said: “I was very impressed with the response I received, especially as it was a bot who responded! It was very accurate information.”
Brenda, a customer from Cheshire, said: “My query was answered very quickly and told me exactly what I needed to know.”
As a pioneer in consumer-focused technology, Octopus’ Arlo trial is the latest step in the energy supplier’s drive to make energy simpler. It is designed to help deliver faster, better customer service. Following the successful trial, Octopus plans to make Arlo available to more customers soon.
Ashley Firth, Deputy CTO at Octopus Energy, said: "Too many chatbots have been built to keep customers away from people. We wanted to build one that does the opposite. Arlo deals with the simple questions quickly and effectively which enables our energy specialists to focus on the conversations where their empathy and experience make the biggest difference.
“The real opportunity with AI isn’t replacing people, it’s removing the repetitive things that get in the way of them doing their best work. We’ve spent years building AI that supports our teams, and Arlo is another step in that journey. Seeing customers already rate its responses so highly gives us confidence we’re building technology that genuinely helps.”
-ENDS-
Notes to editors:
* Kraken recently spun out of Octopus Energy Group to become an independent company.
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About Octopus Energy Group
Octopus Energy is a global clean energy and technology business, driving the affordable, green energy system of the future. Under its own retail brand, Octopus delivers world-class customer service and cutting-edge energy products to 11 million households globally.
The company is driving the electrification of heat and transport through smart tariffs and innovative clean tech, with operations spanning 27 countries and the entire energy value chain. It operates a £7 billion renewables portfolio as well as thriving EV leasing, heat pump, and solar businesses.
Backed by pension funds, investors and energy giants, Octopus Energy Group businesses deliver cheaper, greener energy and cutting-edge tech to countries and customers worldwide.
For more information, check out our website.