Over twenty years of applying the technological foundations of artificial intelligence

Talent enhanced by AI and new capabilities

Leadership in trustworthy artificial intelligence

Iberdrola has applied the technological foundations of artificial intelligence, integrated with human talent, in more than 450 projects related to its day-to-day operations, ranging from customer service to the management of energy infrastructure.

These initiatives provide advanced analytical and automation capabilities, enabling its staff to optimise the use of their experience, judgement and specialist knowledge to streamline processes, improve efficiency and enhance service quality.

Artificial intelligence is transforming the way companies operate, make decisions and generate value. This evolution is particularly relevant for tackling the challenges associated with the electrification of the economy and the management of increasingly complex infrastructure.

Against this backdrop, and in keeping with the pioneering spirit that led it 25 years ago to spearhead investment in renewables, smart grids and energy storage, Iberdrola is leading the way in integrating artificial intelligence into the electricity sector. As part of its journey to become the AI Utility of the Future, the company has made artificial intelligence a strategic capability to improve the operation of its businesses, strengthen the resilience of its infrastructure, foster talent and new ways of working, and provide a better service to customers and society.

Iberdrola Tower – PHOTO/IBERDROLA

Over twenty years of applying the technological foundations of artificial intelligence

Iberdrola’s commitment to artificial intelligence dates back more than two decades. The company has undergone continuous evolution in its use of data and artificial intelligence: from the earliest data analytics tools, through predictive models, machine learning and non-generative artificial intelligence, to the current adoption of generative AI. This progressive development has enabled it to apply these technologies in areas such as grid management, renewable energy, asset maintenance and customer service.

Thanks to this digital transformation, over the years Iberdrola has improved the quality of supply, speeded up the restoration of service following incidents and optimised network management. Furthermore, the millions of smart meters installed enable it to offer increasingly advanced services to its customers.

Artificial intelligence is also transforming key processes across the Group’s various geographical areas and business units. Globally, the company is driving the transformation of its procurement process through automation and generative AI to streamline decision-making and accelerate the implementation of investment plans.

In Spain, the GregorIA project improves the management of customer complaints by reducing response times and enhancing service quality. In the United States, the ‘First Time Right’ initiative helps field teams increase the resolution rate on the first visit, whilst in Brazil the ‘Vegetation Management’ solution enhances the safety and resilience of electricity networks.

In addition, there are initiatives in the UK Retail business and in Corporate Systems using advanced solutions based on generative AI and artificial intelligence agents.

Talent enhanced by AI and new capabilities

For Iberdrola, the true value of artificial intelligence lies in its ability to enhance the work of its teams and enable professionals to focus on higher value-added activities that require experience, judgement and specialist knowledge.

With this aim in mind, the company has strengthened its training programmes so that all its professionals can harness the potential of these tools safely, effectively and responsibly. Employees have access to pathways tailored to different profiles and levels of knowledge, as well as masterclasses, specialised workshops, hackathons and communities for sharing experiences, which facilitate the dissemination of best practice and the identification of new opportunities for improvement.

Leadership in trustworthy artificial intelligence

Trust is one of the key distinguishing features of Iberdrola’s artificial intelligence strategy. The company has developed a governance model that integrates risk management, human oversight, transparency and regulatory compliance throughout the entire lifecycle of AI systems.

This approach enabled GregorIA to become the first certified use case within Iberdrola’s responsible artificial intelligence framework and helped the company to obtain certification of its artificial intelligence management system in 2026 in accordance with the international standard ISO/IEC 42001, consolidating its position as one of the pioneering utilities in the application of governance models for trustworthy, safe and responsible AI.

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