Nedgia, Naturgy Group's gas distributor, transformed its customer service model. The company implemented a pioneering virtual agent solution powered by Generative AI. IBM Consulting designed and deployed this advanced system. This initiative integrates artificial intelligence into both telephone and digital channels. It aims to provide more detailed and personalized customer service.
This digital evolution project leverages cutting-edge Generative AI. The new contact center uses intelligent virtual agents. These agents replicate and scale automation use cases. They successfully resolve most customer interactions. This includes managing appointments for periodic inspections and providing meter reading information. Future capabilities will allow modification of supply point data. Customers will manage appointments automatically, enjoy seamless experiences, and experience significantly reduced wait times.
The AI agent system understands and manages complex requests. It routes conversations to specialized virtual agents based on topic. This ensures more natural and efficient interactions. These virtual agents reinforce Nedgia's existing human support system. Raúl Suárez, Nedgia CEO, states this new model offers faster, more accurate, and personalized responses. This results in an improved customer experience.
Advancing Nedgia AI Customer Service
This project exemplifies the value IBM Consulting brings to digital transformation. Ana Gobernado, Managing Partner of IBM Consulting for Spain, Portugal, Greece, and Israel, highlights their industry experience and customer-centric methodology. Nedgia's success underscores the potential of properly designed AI agents in customer service. This collaboration between Naturgy and IBM Consulting shares a vision for generative AI's role in customer relationships.
Nedgia integrates leading platforms that combine large language models (LLM) with cloud-based contact center solutions. The company implemented this integration gradually. This ensured compatibility with existing systems. It also allowed a model leveraging advanced technology without major structural changes. Unlike traditional AI, these agents operate independently. They decide which tools to use and how. They continuously learn and adapt, improving performance. Virtual agents maintain non-deterministic conversations. They understand context and manage multiple topics in real time. They detect emotions and adjust responses, tone, and language. This quantitative and qualitative advancement improves service quality. It increases customer service capacity and boosts overall customer satisfaction. Nedgia positions itself at the forefront of innovation in customer service with this transformation. It reinforces its commitment to operational excellence and user satisfaction.
