Rebuilding the digital experience for one of Britain's largest energy providers — with AI personalisation

UK energy provider · Energy & utilities · London, UK · 7 min read · 2026-03-05

Millions of UK households interact with their energy provider digitally every day. The existing platform was fragmented, inconsistent, and unable to scale. BraivIQ led a 25+ person engagement to rebuild it from scratch with AI automation embedded throughout.

The challenge

Customer service volumes were spiking as digital journeys failed. Routine queries — billing, tariff comparison, usage insights, account management — were forcing humans into the loop unnecessarily. The brief: unify the entire experience and introduce intelligent automation to reduce operational load.

The approach

We embedded with the client's product and engineering leadership, mapped every digital journey, and identified the points where intelligent workflows could safely replace manual handling. AI was layered into the platform from day one — not retrofitted later.

The solution

Cohesive new digital platform built from scratch, serving millions of UK households.
Intelligent workflows handling routine customer interactions autonomously across billing, tariffs, and account management.
AI integration layer connecting the platform to backend systems in real time for personalised, context-aware experiences.
Reusable AI-enabled component library that accelerated delivery across every product team.

The results

Contact-centre demand: Materially down — AI self-service absorbing high-volume routine queries.
Customers served: Millions — UK households on a single unified platform.
Delivery velocity: ↑ significantly — Once the shared AI component library matured.
Foundation for: Next-gen features — Component architecture became the platform standard.

"BraivIQ designed the personalisation engine for our entire digital experience. Self-service handles a huge share of routine queries and on-site conversion is measurably higher." — Head of Digital Product, UK energy provider, London