The Kraken platform, which processes 15 billion data points across its global operations, provides utilities with a detailed view of customer journeys and supports rapid product development. Norlys will adopt Kraken’s “universal agent” model, designed to simplify processes and enable frontline teams to resolve queries more efficiently.
Supporting Denmark’s evolving energy landscape
As Denmark continues its transition towards more flexible, consumer-centred energy systems, digital tools are increasingly important for managing customer needs and supporting new energy services. Norlys expects the adoption of Kraken to contribute to this transformation by improving responsiveness and enabling more personalised support.
The platform is already used by energy companies serving more than 70 million customer accounts worldwide, following over 40 major utility migrations. Kraken reports improvements in both operational efficiency and customer satisfaction across markets where it has been deployed.
Industry perspectives
Amir Orad, CEO of Kraken, said that the collaboration reflects a shared ambition to modernise digital energy services. “Norlys is one of the most forward-thinking energy and telco groups in Europe. Together, we are bringing utility-grade AI to Denmark, building the customer-centric, affordable, and dynamic energy system of the future.”
Mads Brøgger, Senior Vice President, Energy Business at Norlys, noted the pace of change in the sector. “The energy sector is undergoing a fundamental transformation in how consumers use and interact with their energy supplier. By adopting the Kraken platform, we at Norlys will accelerate our business transformation to enable the development of future-ready energy products and services, improve operational responsiveness, and deliver a more seamless and personalised customer experience.”
First step into the Nordics
The agreement represents Kraken’s first deployment in the Nordic region, marking a significant expansion of its operational footprint. The partnership aligns with broader efforts across Denmark to integrate advanced digital systems into the energy sector, supporting both consumer needs and national sustainability objectives.
