Iberdrola deploys Amazon Bedrock AI agents to optimize IT processes

Spanish energy giant Iberdrola is embracing machine logic. The company, serving millions of consumers worldwide, is integrating Amazon Bedrock AI agents directly into its IT infrastructure based on ServiceNow. This is not just another chatbot deployment — it's a full-scale transformation where artificial intelligence begins to independently solve three critical tasks simultaneously. Result: IT department workflows accelerate, data processing quality improves, and people get a real opportunity to focus on strategic issues instead of routine work.

Iberdrola's project didn't emerge from nowhere. In large energy corporations, IT operations is a massive and complex organism. Thousands of employees submit change requests, incidents occur that require urgent root-cause analysis, and there's a need to select the right project management model from dozens of options. All of this previously required manual intervention: an analyst reviewed a request, tried to understand the context, artificially enriched the data with information from various systems, then decided which workflow to route it to. Processing speed was constrained by the human factor, quality depended on employee diligence at the end of the workday.

Amazon Bedrock AgentCore allowed Iberdrola to transform this chain into an automated process. At the first stage — validation of change requests. When an IT specialist creates a ticket in draft form, the agent instantly analyzes it: checks data completeness, description accuracy, compliance with corporate standards. No need to wait for a person to remember all mandatory fields and correct format. The agent does this in parallel with data entry, prompting what's been forgotten.

The second direction concerns incident management. When a system failure occurs, IT staff hurriedly opens a ticket, but the context often remains unclear. Have similar issues occurred before? Which systems are involved? Are there known workarounds? Previously an analyst would roam through various knowledge bases and logs. Now the agent independently enriches the incident with relevant information: pulls historical data, links to similar cases, suggests possible solutions. This speeds up time to first response and increases the probability of correct resolution on the first attempt.

The third component solves the problem of choosing among numerous management methodologies. In a large organization, teams using Waterfall, Agile, Kanban, or hybrid approaches can work simultaneously. Which model to choose for a new project? The conversational AI engages the initiator, asks clarifying questions about the nature of work, timelines, risks, then automatically recommends the optimal approach. This eliminates lengthy meetings and bureaucratic procedures.

For Iberdrola, the effect manifests in reduced ticket closure time and improved data consistency across the organization. Each ticket is now processed by a single standard, with no omissions or errors. But it's also a signal for the industry: the era of simple chatbots answering standard questions is ending. In its place come complex agent systems capable of autonomously executing multi-step tasks in complex corporate environments. Amazon Bedrock opens the door to such systems, allowing companies to connect powerful language models without their own data centers.

Ahead lies the question of scaling. Will this approach work in other Iberdrola divisions? Can other energy companies and, more broadly, industrial corporations apply similar solutions? Judging by how quickly interest in Amazon Bedrock is growing, the world of corporate IT operations stands on the threshold of profound transformation.