Iberdrola España, a pioneer in certifying its Artificial Intelligence Management System with AENOR
Iberdrola Clientes and Iberdrola Energía España, companies that form part of Iberdrola España, have achieved an important milestone by becoming the first companies to certify their Artificial Intelligence Management System (SGIA) in accordance with the international standard ISO/IEC 42001 with AENOR, a leading entity in trust generation.
This recognition accredits the implementation and correct use of Artificial Intelligence in Iberdrola Clientes and Iberdrola Energía España. Both subsidiaries have implemented AI systems to optimise and improve their internal processes, demonstrating their commitment to innovation and efficiency. In addition, Iberdrola Clientes has also obtained the ‘Commitment to the Elderly’ certificate, which demonstrates that organisations are taking action to improve the experience of their senior customers and thereby raise awareness and promote the importance of having inclusive, quality services.
This certificate is based on the actions that each organisation decides to carry out to improve the experience of use and access to its services for the senior collective. To this end, an evaluation is carried out of all the channels of contact with older people, in addition to the commitments that are assumed in different areas, always under the framework of an internal management that allows for an adequate follow-up of each one of them.
'We celebrate several significant achievements for Iberdrola España, the result of years of dedication and effort. We are the first company to certify its Artificial Intelligence Management System, a recognition that not only validates our implementation and correct use of AI, but also highlights our commitment to innovation, efficiency and ethics. A responsibility that we also have to our customers, who are always at the centre of our management. Furthermore, we are the first energy company to achieve the ‘Commitment to Older People’ certificate, which demonstrates our involvement with inclusion and quality of service for our senior customers,’ said David Martínez Fernández, director of Iberdrola Clientes.
Juan Ríos Sánchez, Director of Global Energy Management at Iberdrola Group, emphasised the importance of this certification: ‘From Energy Management we work to guarantee that our activity is backed up by robust and secure processes. This certification allows us to accredit our commitment to innovation under the strictest criteria of ethics and quality of the Iberdrola Group’.
Rafael García Meiro, CEO of AENOR, emphasised: ‘For AI to spread, contributing all the tremendous value it can bring to society, it is necessary for its users to trust that it is being developed under ethical criteria and committed to good practices. Iberdrola España demonstrates this by voluntarily submitting to certification in accordance with ISO standards, which are the global benchmark’.
Commitment to ethical and safe AI
Iberdrola España has been promoting the use of Artificial Intelligence for several years, under the framework of its Policy for the Development and Responsible Use of Artificial Intelligence Tools, approved by the Board of the electricity company, and which promotes the introduction of ethical, sustainable and safe AI in its organisation.
Last September, Iberdrola Spain, together with other companies, signed up to the European Pact for AI, a voluntary framework of the European Commission to encourage the early application of the principles of European law on AI, also being the first European energy company to do so. In this way, Iberdrola España has consolidated its position as a pioneer in the management of the risks and opportunities associated with AI, balancing innovation and digital transformation with governance.
The AENOR auditing team has certified not only the technical implementation in line with international standards, but also the involvement of all staff and the information and training actions aimed at employees who interact with these tools on a day-to-day basis.
The Generative AI system, GregorIA, developed by Iberdrola Clientes, has been certified for its ability to classify and analyse complaints received by public bodies. This innovative internal programme demonstrates the advanced application of AI in customer service management. Before having this tool, the analysis of official documents was manual and involved a large workload. GregorIA transforms this process, providing information in seconds, classifying requests and creating executive summaries. Thanks to it, the company has managed to greatly reduce analysis time and improve the quality and speed of responses.
On the other hand, Iberdrola Energía España has certified its AI models that support Energy Management services to produce and supply electricity to its customers in a competitive, safe and reliable way. Energy Management already had ISO 9001 and ISO 27001, so this new certification is another step in its firm commitment to offer the highest levels of security and trust. In this way, ISO/IEC 42001 certifies that Iberdrola Spain has a policy and a framework for the development and responsible use of AI that guarantees that the technology is transparent and ethical, in line with the new European regulations and the most demanding international standards.