Use Case Intelligence RSS Search use cases Search
Microsoft Energy United Kingdom

National Grid

Document Processing · Enterprise Knowledge Search · Security and Compliance

National Grid is helping the UK achieve its net zero ambitions.

Read the original story Explore all use cases

Reported impact

Business outcome

"We’re looking at obvious user cases around email," reports Gavin Goodland, " Microsoft Copilot lowers the barrier of entry for people, which can then really enable us to roll it out to people at the frontline—which then translates to a better customer experience and improved NPS scores for us as an organisation." Using AI responsibly In the rollout of Azure AI tools and the generative AI capabilities of Microsoft Copilot, National Grid places a high priority on using the technologies responsibly.

  • Compliance
  • Customer Experience
  • Productivity Improvement
  • Scalability

Solution

National Grid, a Energy organization in United Kingdom, modernized this document processing workload with Microsoft Copilot, and Azure. National Grid is helping the UK achieve its net zero ambitions. Microsoft Copilot adds a conversational AI layer that helps staff search, summarize, and generate work products inside Microsoft applications. Azure provides the scalable cloud foundation hosting the customer’s modernized applications, data, and AI workloads. National Grid connects call center workflows into Microsoft 365 services, grounds responses through Azure, and serves generated answers and drafts back to users through Microsoft Copilot.

Data flow

National Grid connects call center workflows into Microsoft 365 services, grounds responses through Azure, and serves generated answers and drafts back to users through Microsoft Copilot.

Solution architecture

2 components · 2 layers
  1. Compute
    • Azure provides the scalable cloud foundation hosting the customer’s modernized applications, data, and AI workloads.
  2. Serving
    • Microsoft Copilot adds a conversational AI layer that helps staff search, summarize, and generate work products inside Microsoft applications.

Evidence from the source

"We’re looking at obvious user cases around email," reports Gavin Goodland, " Microsoft Copilot lowers the barrier of entry for people, which can then really enable us to roll it out to people at the frontline—which then translates to a better customer experience and improved NPS scores for us as an organisation." Using AI responsibly In the rollout of Azure AI tools and the generative AI capabilities of Microsoft Copilot, National Grid places a high priority on using the technologies responsibly.
Microsoft Copilot is really going to be a difference maker for National Grid.
National Grid is an energy company operating in the UK and US. It sits at the heart of Britain’s energy system, connecting millions of people and businesses to the energy they use every day. Its individual companies run the systems and infrastructure that deliver electricity across the country.
National Grid is helping the UK achieve its net zero ambitions.
The company is moving workloads into Microsoft Azure and collaborating with Microsoft to innovate with generative AI, including Copilot.
Transparency Evidence & methodology 62/100 reference value · 87% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value62/100
  • Problem clarity12/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact0/25
    0 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence87%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    National Grid customer story

    First-party
    https://www.microsoft.com/en/customers/story/18782-national-grid-azure
    Source type
    Vendor-published customer story
    Published
    Sep 25, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Sep 25, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

Related

Similar use cases

See all like this
Microsoft Sep 12, 2025 Bayer Agriculture United States Bayer's agronomic advisors and frontline teams were spending hours or days navigating crop-protection labels that can exceed 100 pages, escalating to a small tech team and risking delays and errors when giving precise,… 5–10% productivity gains among early users Document ProcessingEnterprise Knowledge Search Azure AI Foundry · Azure AI Foundry Models · Microsoft Cloud for Industry Microsoft Aug 20, 2024 BaptistCare Community Services Nonprofit Australia Yet like many organizations supporting aging Australians and those who are living with disadvantage, BaptistCare anticipates it will become harder to hire the employees needed to serve a growing number of clients. BaptistCare supports aging Australians and tackles workforce shortages through Copilot for Microsoft 365 Document ProcessingEnterprise Knowledge Search Microsoft 365 · Microsoft Copilot for Microsoft 365 · Microsoft Teams Microsoft Aug 12, 2025 Repsol Energy Spain Repsol wanted to measure whether generative AI could reduce time spent on routine knowledge work such as finding information, summarizing documents, drawing conclusions, comparing supplier proposals, and preparing… 121 minutes a week Document ProcessingEnterprise Knowledge Search Copilot Chat · Excel · Microsoft 365 Copilot