Nedgia Enhances Customer Service with AI-Powered Virtual Agents
Nedgia, part of the Naturgy Group and a leading gas distributor in Spain, has upgraded its customer service by integrating generative AI agents across its telephone and digital channels. This new system allows more detailed, personalized, and efficient interactions, setting a new standard for customer support in the energy sector.
Through a collaboration with IBM Consulting, Nedgia developed a virtual agent solution that automates a wide range of customer service tasks. These AI agents handle appointment scheduling for inspections, provide meter reading information, and will soon enable customers to update their supply point data directly.
How the AI Agents Improve Customer Support
The AI-powered virtual agents can understand complex requests and route conversations to specialized agents depending on the topic, ensuring conversations flow naturally and efficiently. While enhancing automation, these virtual agents work alongside human representatives to provide seamless support.
Customers benefit from shorter wait times and faster issue resolution, leading to a smoother experience. The system also detects customer emotions, adjusting tone and language to make interactions feel more personal and empathetic.
Technology Behind the Transformation
Nedgia integrated large language models (LLMs) with cloud-based contact center platforms to build these virtual agents. This integration was done gradually, maintaining compatibility with existing systems and avoiding major infrastructure changes or costly investments.
Unlike older AI systems that need constant monitoring, these agents operate independently. They select the right tools, learn continuously from interactions, and improve their performance over time to meet service goals.
Benefits for Customer Support Professionals
- Efficiency: Automating routine inquiries reduces workload, allowing staff to focus on complex cases.
- Improved Accuracy: AI agents provide detailed, consistent answers, reducing errors.
- Personalization: Emotional detection helps tailor responses, improving customer satisfaction.
- Scalability: The system can handle a high volume of interactions without compromising quality.
This approach offers a practical example of how AI can support customer service teams by managing routine tasks and enhancing the overall customer experience.
About Nedgia
Nedgia is Spain’s largest gas distributor, operating in 1,222 municipalities across 10 autonomous communities. It manages over 5.5 million supply points, covering 70% of the country’s gas consumers. Its extensive network spans roughly 60,000 kilometers, delivering gas energy safely and efficiently, including green gases. Nedgia places customer proximity and service quality at the core of its operations.
About IBM
IBM provides hybrid cloud and AI solutions along with consulting services worldwide. Supporting clients in more than 175 countries, IBM helps streamline business processes, reduce costs, and gain competitive advantages. Their expertise covers critical sectors like finance, telecommunications, and healthcare, offering flexible, open technology platforms backed by a commitment to trust and transparency.
For customer support professionals interested in AI applications, exploring AI training options can be valuable. Check out Complete AI Training's latest AI courses for practical skills in AI tools and automation.
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