Iberdrola España, a pioneer in AENOR-certifying its AI Management System

• The recognition accredits AI implementation and correct use in certified businesses 

• AENOR also certified Iberdrola Clientes' 'Commitment to the elderly'

Iberdrola Clientes and Iberdrola Energía España, companies that form part of Iberdrola España, have met an important milestone by becoming the first companies to certify their 'AI Management System' in accordance with the international standard ISO/IEC 42001 with AENOR, a leader in generating trust. 

This recognition accredits AI’s implementation and correct use at 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. Iberdrola Clientes has also obtained the 'Commitment to the elderly' certificate, which demonstrates that the organisations aim to improve the experience of their senior customers and thereby raise awareness and emphasize the importance of having quality inclusive services.

This certificate is based on what each organisation does to improve user experience and access to its senior citizens services. All the channels of contact with the elderly are evaluated, as well as the commitments assumed in different areas, always within the framework of internal management that allows adequate monitoring of each of them.

‘We’re proud of several significant achievements for Iberdrola España, the result of years of dedication and hard work. We’re the first company to certify its AI Management System, a recognition that not only validates our implementation and correct use of AI, but also confirms our commitment to innovation, efficiency and ethics. This is a responsibility that we also feel towards our customers, who are always the focus of our management. We’re also the first energy company to achieve the 'Commitment to the elderly’ certificate, which demonstrates our commitment to 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 the Iberdrola Group, was emphatic about the importance of this certification: ‘At Energy Management we work to ensure that our activity is backed by robust and safe processes. This certification allows us to accredit our commitment to innovation under the Iberdrola Group's strictest ethical and quality criteria’.

Rafael García Meiro, CEO of AENOR, stressed that ‘For AI to spread, with the tremendous value it can add to society, its users need to trust that it is being deployed with 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 AI for several years, under the framework of its Policy for the Development and Responsible Use of AI Tools approved by the electricity company's board, which works to introduce ethical, sustainable and safe AI in the business. Last September, Iberdrola España, along with other companies, joined the EU AI Pact, a voluntary European Commission framework to promote the early implementation of the principles of European law on AI. It was the first European energy company to do so. Iberdrola España is thus consolidating its position as a pioneer in managing AI-related risks and opportunities, balancing innovation and digital transformation with governance.

The AENOR audit team certified not only technical implementation in line with international standards, but also the involvement of all staff and the information sessions and training for employees who interact with the tools on a daily basis. 

The Generative AI system, GregorIA developed by Iberdrola Clientes was certified for its ability to classify and analyse complaints received by public bodies. This innovative in-house programme demonstrates the advanced application of AI in customer service management. Prior to this tool, official document analysis  was done manually and was labour-intensive. GregorIA transforms this process, providing information in seconds, classifying requests and creating executive summaries. Thanks to it, the company has been able to greatly reduce analysis time and improve response quality and speed.

Iberdrola Energía España has certified its AI models that support Energy Management services to produce and supply electricity to its customers competitively, safely and reliably. 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. ISO/IEC 42001 accredits that Iberdrola España has a policy and 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.