Receiving immediate help over the phone for small breakdowns and repairs to household appliances is a possibility that is now within everyone’s reach. Naturgy has launched a pioneering telephone service based on generative artificial intelligence, available to both company clients and non-clients.
This new service offers personalized guidance to try to resolve small breakdowns during the call itself, immediately, free of charge and without waiting. If the incident cannot be resolved by telephone, Naturgy can arrange for an expert technician to be sent to your home in less than three hours with a fixed price. In the case of customers with service contracts such as Servielectric or Servigas, the cost of the repair is included depending on the type of contract.
The service, which is active 24 hours a day, through telephone numbers 912 015 000 / 900 40 80 80, does not replace the company’s traditional channels – telephone, stores, website and social networks – but rather complements it. Because it allows you to automate simple and repetitive queries, reduce waiting times and free up capacity so that customer service professionals can focus on those cases that require greater specialization, judgment or support. And at any time during the conversation the user can request to be assisted by a human agent.
The new assistant can answer 100% of incoming calls, eliminating waiting times and guaranteeing immediate attention. During the first weeks of operation it has been highly rated by users in resolving their incidents.
This Naturgy proposal combines the application of generative artificial intelligence to real customer calls with the group’s ability to offer a complete service, which advises and, if necessary, activates technical intervention at home. One aspect of Naturgy is that it already has the experience of resolving some 300,000 breakdowns and more than one million visits to check and maintain the equipment each year throughout the national territory.
The design of the tool for this new service has been carried out under strict criteria of responsible use of technology and complies with current regulations on artificial intelligence, protection of personal data and customer service.
Digital transformation
The company has promoted this innovation thanks to the technological evolution of its systems, integration with its operations, a specific knowledge base to respond to customer needs and collaboration with technological partners such as Happy Robot, leaders in voice agents with generative AI.
This new Naturgy service is a new step in the process of transforming the marketing business that began in 2022, with the development of a digital platform to transform and simplify its relationship with the customer, with a much more agile, faster and closer service.