National Grid is embracing the Generative AI (GenAI) technologies that have transformed data interaction and process automation with innovative projects that demonstrate a commitment to innovation and customer-centric solutions.

GridGPT is a secure and user-friendly platform that allows employees to engage with AI-powered chat services and efficiently retrieve information from documents. Customer Central utilizes Generative AI to analyze sentiment and topics in internal surveys to provide a comprehensive view of customer sentiments and trends within a dashboard. MAESTRO (Machine Automated Email System) is a GenAI pilot program using transformer models to optimize email correspondence and streamline customer interactions.

National Grid will discuss the journey from ideation to production of internal AI services in the rapidly evolving field of Generative AI.

Participants will walk out knowing why:

• Generative AI solutions should be created with the customer and end-user in mind.
• Internal services are not a ‘one size fits all’ and to tailor each project for its specific use case.
• Keeping the human in the loop is vital to validating model outputs and citations.