New York and Madrid, July 14, 2025. Nedgia, the gas distributor of the Naturgy Group, has transformed its customer service model with a digital project utilizing generative artificial intelligence agents. IBM Consulting designed and implemented this innovative contact center supported by virtual agents.
The solution enhances customer service by integrating intelligent virtual agents into Nedgia’s standard telephone and digital channels. This enables automation use cases to be replicated and scaled, allowing AI agents to resolve most interactions successfully.
The automation process will include services like appointment management for inspections, access to meter reading information, and future capabilities to modify supply point data. These advancements aim to allow customers to manage appointments automatically, providing a seamless experience while reducing wait times and incident resolution.
The AI agent system can understand complex requests and route conversations to specialized virtual agents based on the topic for more efficient interactions. These virtual agents will complement the human support system that Nedgia continues to provide.
“This new service model marks a turning point in the way that we engage with our clients," explains Raúl Suárez, CEO of Nedgia. "With this project, we are offering faster, more accurate, and personalized responses."
“Nedgia's case exemplifies the value that IBM Consulting brings to digital transformation processes,” explains Ana Gobernado, Managing Partner of IBM Consulting for Spain, Portugal, Greece, and Israel.
This project is part of a collaboration between Naturgy and IBM Consulting aimed at revolutionizing customer relationships through generative AI.
Nedgia is integrating platforms combining large language models with cloud-based contact center solutions gradually. This ensures compatibility with existing systems without requiring major structural changes or investments.
Unlike traditional AI systems needing constant supervision, these agents operate independently. They decide which tools to use and continuously learn as they work.
Virtual agents enable qualitative improvements by maintaining non-deterministic conversations and managing multiple topics in real time. They adjust responses based on detected emotions for a personalized experience.
This advancement aims to improve service quality and increase customer satisfaction as Nedgia positions itself at the forefront of innovation in customer service.