Nedgia, the Grupo Naturgy gas distributor, has transformed its customer service model with a leading digital evolution project through the use of generative artificial intelligence agents. The multinational IBM, has designed and implemented the project with the creation of an innovative “Contact Center” based on virtual agents.
This solution, a toe in the use of this type of technology, reinforces customer service through the incorporation of intelligent virtual agents to the company’s usual care services, both in the telephone channel and in the digital. This development allows the company to replicate and expand cases of automation use, achieving an improvement in the service in which most interactions are satisfactorily resolved by AI agents.
This process automation will include, among others, The incorporation of services such as appointment management for periodic inspections, information on the accountant reading and, in the future, the ability to modify data from the supply point. All these advances will allow customers to manage their appointments automatically, with a fluid experience and drastically reducing the waiting times and incident resolution.
Besides, The implanted solution of AI agents is capable of understanding and managing complex applicationsderiving conversations between specialized virtual agents according to the theme, which provides a more natural and efficient interaction. These virtual agents will reinforce the current human care systems that Nedgia will continue to offer.
Fast and precise responses
Raúl Suárez, CEO of Nedgia, He considers that “this new care model marks a before and after in the way of relating to our clients. With this project we are offering faster, precise and personalized responses, which results in an improvement of the customer experience.”
Suarez also values the commitment to the innovation of the Gas distributor of the Naturgy Group as a way to continue contributing value to the energy sector, with a leading role in the transition by its role as the driver of green gases.
“The case of Nedgia exemplifies the value that from IBM Consulting we contribute to the digital transformation processes, combining sectoral experience, technological knowledge and a client -centered methodology,” he explains Ana governed, managing partner of IBM Consulting for Spain. “Our mission is to accompany organizations in their transformation, adapting to their needs and taking advantage of their infrastructure; Nedgia’s success remarks the enormous potential that AI agents havecorrectly designed and implemented, in customer service. ”
Optimizing customer experience
In the core of this transformation, Nedgia integrates leading platforms that group large language models (LLM) and contact center solutions in the cloud. The company has implemented this integration gradually, allowing compatibility with the existing systems in Nedgia, which has allowed the company to move towards a pioneering model due to the use of advanced technology without the need for large structural changes or complex investments.
While traditional AI solutions require a level of continuous supervision, AI agents act independently: they decide what tools to use, when to use them and how. In addition, they learn and adapt as they work, to continually improve their approach, achieve specific objectives and optimize interactions.
Virtual AI agents also propitiate a differential qualitative improvement By maintaining non -deterministic conversations, understanding the context and managing multiple topics in real time as well. They offer a more personalized experience in dealing with customers by detecting customer emotions and adapting the response, tone and language accordingly.
This jump, quantitative and qualitative, can help improve service, increase attention capacity and increase customer satisfaction. With this transformation, Nedgia is positioned at the forefront of innovation in customer servicereinforcing its commitment to operational excellence and the satisfaction of its users.