With IBM Consulting, Nedgia Dramatically Improves its Contact Center with Virtual AI Agents
Nedgia, the gas distributor of the Naturgy Group, has recently implemented generative AI agents to improve its customer service model with the help of IBM Consulting. Together with IBM, Nedgia was able to transform its contact center with virtual agents, enabling the replication and scale of automated interactions.
IBM Consulting designed and implemented the AI agent project for Nedgia, integrating intelligent virtual agents into the company’s standard telephone and digital customer service channels. Nedgia’s new AI agent system is capable of understanding and managing complex requests, where conversations are routed to the most relevant specialized virtual agent for the query.
“This new service model marks a turning point in the way that we engage with our clients. With this project, we are offering faster, more accurate, and personalized responses, which results in an improved customer experience,” explained Raúl Suárez, CEO of Nedgia. “We are also reaffirming our commitment to innovation as a way to continue adding value to the energy sector, playing a leading role in the transition through our work as a driver of green gases.”
Nedgia’s agents were able to resolve most contact center interactions, featuring automations for services such as appointment management, meter reading information access, and modifying supply point data. Capable of deciding which tools to use, when to use them, and how, Nedgia’s agents continuously learn and adapt as they work, optimizing their performance and customer interactions. On the customer end, virtual agents facilitate a seamless experience that significantly reduces wait times and incident resolution.
According to IBM, virtual agents “enable a significant qualitative leap by maintaining non-deterministic conversations, understanding context, and managing multiple topics in real time. They provide a more personalized customer experience by detecting emotions and adjusting their responses, tone, and language accordingly.”
With IBM, Nedgia was able to take advantage of virtual agents’ promise, improving service quality, increasing customer service capacity, and boosting overall customer satisfaction.
“Nedgia's case exemplifies the value that IBM Consulting brings to digital transformation processes, combining industry experience, technological knowledge, and a customer-centric methodology,” explains Ana Gobernado, managing partner of IBM Consulting for Spain, Portugal, Greece, and Israel. "Our mission is to support organizations in their transformation, adapting to their needs and leveraging their infrastructure. Nedgia's success underscores the enormous potential that AI agents, when properly designed and implemented, have in customer service."
To learn more about IBM Consulting and Nedgia, please visit https://www.ibm.com/us-en or https://www.nedgia.es/en/.