Madrileña Red de Gas continues to advance its digital transformation strategy with Salesforce. Since 2019, the company has turned the Salesforce platform into a fundamental pillar for the comprehensive management of its operations and the improvement of its customer service and, now, it goes one step further by putting its first virtual agent powered by artificial intelligence into production.
Throughout these years, Madrileña Red de Gas has implemented Service Cloud, including Cloud Voice; has developed custom applications on the Salesforce Platform; created portals and tools through Sites; and has recently taken an additional step by incorporating Agentforce, Salesforce’s autonomous agent solution with generative AI, which allows each agent to be deployed in a specialized way according to business needs.
A more agile and connected operating model
The relationship between both companies began with a critical challenge: optimizing the management of the 24×7 emergency care service for gas-related incidents, guaranteeing a faster and more efficient response in risk situations. Salesforce solutions made it possible to centralize and coordinate the entire process, from receipt of the incident to the assignment and monitoring of work orders in the field, facilitating collaboration between systems and each agent involved in the operation.
Later, the company expanded the use of the platform to the management of maintenance orders for the distribution network, improving traceability, operational control and planning capacity, both for human teams and for each digital support agent.
A virtual agent adapted to the client
In its commitment to innovation, Madrileña Red de Gas has already put into production its first virtual agent based on Agentforce, available on its corporate website. This agent takes advantage of the AI capabilities and the connection with the company’s knowledge bases offered by Agentforce to respond in natural language to any query related to the gas sector, distribution in the Community of Madrid or the company’s own operations and processes. Thanks to this intelligent agent, customers can resolve questions immediately and conversationally, without the rigidity of traditional FAQs or the need to resort to the telephone channel.
“This technology represents, for our company, a substantial leap that helps us improve the service and quality we offer to our customers, something that is absolutely key for us and one of the strategic objectives that we have set for ourselves,” highlights Héctor Morán Blázquez, head of Systems and Customer Experience at Madrileña Red de Gas. “The virtual agent allows a simple, agile and friendly interaction, reducing the frustration of traditional channels and freeing our workers, who can now dedicate more time to the most complex queries that provide greater value.”
Continuous innovation with Salesforce
Madrileña Red de Gas plans to continue developing its conversational agent by incorporating new data sources and advanced automation capabilities, with the aim of extending the use of AI to more critical processes of its operations and evolving each agent towards functions of greater autonomy.
Salesforce’s AI autonomous agent solution allows each agent to be deployed in a specialized way according to business needs
“Agentforce allows organizations to deploy specialized AI agents that collaborate with employees and customers, driving efficiency and decision making,” says Alejandro Romero, Area Vice President at Salesforce. “The Madrileña Red de Gas project is an excellent example of how an AI-based agent can improve both critical operations and the customer experience in essential sectors such as energy.”
