What challenges did Iberdrola Middle East face before AI implementation?

Iberdrola Middle East faced challenges in delivering personalized customer service at scale and sought to lower operational costs and promote energy efficiency. Tourism sector (World2Meet) needed innovative, engaging customer experiences for digital and onsite event interactions to showcase brand destinations. Logistics companies struggled with manual document processing, leading to inefficiency, higher costs, and potential compliance risks. Manufacturing client (John Deere) needed to reduce assembly line errors and improve product quality through automation.

Source

MicrosoftExpandedScaled productionEvidence: Low40/100

Iberdrola and World2Meet Transform Customer Service with AI Chatbots and Avatars

Use case typeCustomer personalizationUpdated Jun 13, 2026

Bravent partnered with Iberdrola Middle East and Iberostar Group's World2Meet to deliver AI-driven transformation using Microsoft Azure technologies. Multiple solutions were implemented: a generative AI chatbot using OpenAI GPT and Azure Cognitive Search for Iberdrola Middle East, delivering personalized energy recommendations and customer insights. For Iberostar Group's tourism division, realistic AI-powered talking avatars delivered real-time, conversational service and enhanced engagement at live events. Bravent also automated logistics document processing for other clients using Azure Data Lake Storage, reducing manual workloads and errors. Smart document extraction, vision-based quality inspection for John Deere, and AI knowledge mining further expanded Bravent's impact across industries. Azure ML, IoT, and Vision services enabled automation, compliance, and operational improvements. The projects demonstrate AI's role in boosting satisfaction, operational efficiency, and sustainability in energy, tourism, and manufacturing. AI-driven customer service chatbot for Iberdrola Middle East improves satisfaction and operational performance by generating personalized recommendations and insights. World2Meet's AI avatar, powered by Azure Avatar Text-to-Speech, enables natural, informative conversations about travel offerings, transforming visitor interaction at tourism events. Bravent SmartDoc system leverages AI vision to automate logistics document processing, with data securely managed in Azure Data Lake Storage. AI knowledge mining extracts valuable insights from unstructured documents, supporting compliance and workforce efficiency across sectors. Industrial Vision Solution for John Deere automates assembly line inspection, ensuring consistent product quality and reducing human errors.

Organization: Iberdrola Middle East
Industry: Energy & Utilities
Location: Spain
Published: July 2024

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Iberdrola Middle East, Iberostar Group's World2Meet, John Deere
Provider: Microsoft
Maturity: Scaled Production
Linked source: LinkedIn

Iberdrola Middle East faced challenges in delivering personalized customer service at scale and sought to lower operational costs and promote energy efficiency

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1AI-Powered Personalized Customer Support
2Real-Time Conversational Avatars for Customer Engagement
3Automated Document Processing for Logistics

Iberdrola Middle East faced challenges in delivering personalized customer service at scale and sought to lower operational costs and promote energy efficiency.
Tourism sector (World2Meet) needed innovative, engaging customer experiences for digital and onsite event interactions to showcase brand destinations.
Logistics companies struggled with manual document processing, leading to inefficiency, higher costs, and potential compliance risks.
Manufacturing client (John Deere) needed to reduce assembly line errors and improve product quality through automation.

Implemented generative AI chatbot for Iberdrola Middle East using Azure OpenAI, Cognitive Search, and ML for real-time recommendations.
Developed realistic talking avatars for World2Meet using neural networks and Azure Avatar Text-to-Speech for personalized, conversational service.
Deployed Bravent SmartDoc with OCR, computer vision, and LLMs, integrated with Azure Data Lake Storage, automating document extraction in logistics.
Industrial Vision Solution using Vision AI, ML, and Azure IoT automated assembly line inspection for John Deere, raising accuracy and quality.
Knowledge mining solutions leveraged AI and NLP for compliance, insightful document searches, and streamlined business processes.

Technologies

Azure AI Azure OpenAI Azure Cognitive Search Azure Data Lake Storage Azure ML Vision Azure IoT

John Deere automated and optimized quality inspections, achieving more consistent assembly outcomes and fewer manual errors.

Architecture

The AI chatbot for Iberdrola Middle East combined Azure OpenAI (GPT), Azure Cognitive Search, and ML models to provide recommendations and insights, with data processed and stored in Azure Data Lake Storage. The World2Meet solution used neural network-based avatars developed with Azure Avatar Text-to-Speech for interactive, real-time conversation, tightly integrated with customer-facing event infrastructure. SmartDoc for logistics utilized OCR, computer vision (Vision AI), and LLMs for extraction and classification, with all data centralized in Azure for secure, scalable management.

Implementation partners1

Bravent

Sources & evidence1

Evidence: Low40/100Evidence strength