A call to arrange an appointment or solve a question about the accountant will no longer imply waiting minutes or long conversations with automatic menus. In Nedgia, the traditional customer service model is giving way to an intelligent ecosystem of virtual agents that understands, resolves and even empathizes, and all thanks to the generative AI.
With the technological support of IBM Consulting, the novelty not only incorporates artificial intelligence, but also combines virtual agents in telephone and digital channels, integrated with existing systems, without the need for large investments or operational interruptions.
“This new care model marks a before and after in the way of relating to our clients,” says Raúl Suárez, CEO of Nedgia. “We are offering faster, precise and personalized responses, which results in an improvement in customer experience.”
The Naturgy Group Gas Distributor is committed to a pioneering model that combines generative the IA and multichannel attention. IBM Consulting has been in charge of deployment
From IBM Consulting, responsible for the design and implementation of the project, highlight the strategic value of collaboration: “The case of Nedgia exemplifies the value we contribute to the digital transformation processes,” says Susana Andújar, partner Digital Business and Customer Transformion. “AI agents, correctly designed and implemented, have enormous potential in customer service.”
Of automation To the conversation
Beyond automated flows, what differentiates this solution is their conversation capacity: virtual agents not only understand natural language, but are capable of having contextual conversations, detecting emotions and adapting their tone in real time. This is a qualitative leap in the relationship with the client, which is now feeling heard and understood.
In addition, the modular architecture of the system allows AI agents to act autonomously, selecting tools and adjusting their behavior as they learn from the environment. This constant adaptation capacity progressively improves each interaction.
A replicable model for the energy sector
Nedgia’s commitment not only modernizes its own service, but also feels a precedent for the rest of the energy sector. With more than 5.5 million supply points and 60,000 kilometers of networks, the company manages a huge user base. Now, with the support of AI, you can do it with greater agility and quality, maintaining its proximity and reinforcing its role in the transition to renewable gases.
With this initiative, Naturgy and Nedgia are positioned as referents in the practical application of generative AI in critical environments. It is not just a technological evolution; It is a new way of being close to the client in the digital age.
