Naturgy has launched a new telephone assistance service supported by generative artificial intelligence (AI) that offers immediate help to resolve breakdowns and repairs of gas appliances and household appliances, available to both customers and non-customers, according to the company.
Specifically, this initiative by the energy company is presented as pioneering by combining the use of generative AI applied to real user calls with the group's ability to provide a comprehensive service, which advises and, when necessary, activates the intervention of a technician at the home.
In this way, Naturgy's new service allows users to receive personalized guidance to try to resolve minor incidents during the call itself, immediately, free of charge, and without waiting times.
When the breakdown cannot be resolved by phone, the system manages the dispatch of a specialized professional to the home within three hours.
For customers with maintenance contracts such as Servielectric or Servigas, the cost of the repair is included according to the contracted plan; in the case of non-customers, the call-out has a fixed price that is communicated to the user in advance.
The service is offered through the phone numbers 912015000 and 900 408080, operates every day and at any time, and complements the company's usual channels - telephone, physical stores, website, and social networks. At any point during the call, the user can request to be attended by a human agent without interruption.
The new assistant is designed to manage 100% of incoming calls simultaneously and free of charge, eliminating waiting times and ensuring immediate attention.
Boost to Naturgy's digital transformation
The energy company emphasized that this new service complies with current regulations on artificial intelligence, personal data protection, and customer service, with a focus on compliance by design and responsible use of technology.
The company explained that it has been able to develop this solution thanks to the technological evolution of its systems, its integration with operations, a specific knowledge base to respond to user needs, and collaboration with technological partners such as HappyRobot, specialists in generative AI voice agents.
Naturgy undertook in 2022 a revolutionary transformation process in its commercialization business through the successful development of a new digital platform that transforms and simplifies its relationship with the customer, "offering them a much more agile, fast, and close service that improves their experience in managing their energy supplies," the group added.