Nedgia Integrates Generative AI to Revolutionize Customer Service
New York and Madrid, July 14, 2025 — In a significant move towards digital transformation, Nedgia, a leading gas distributor under the Naturgy Group, has adopted generative artificial intelligence (AI) to enhance its customer service operations. This innovative project, developed in collaboration with IBM Consulting, introduces intelligent virtual agents to streamline and personalize interactions on both telephone and digital platforms.
A Leap Towards Enhanced Customer Experience
The integration of generative AI represents a pioneering step for Nedgia, enabling the company to deliver more detailed and personalized customer service. By embedding intelligent virtual agents into their existing customer service framework, Nedgia aims to automate and replicate various service processes, thus significantly improving response times and interaction quality.
The AI-driven system is designed to handle complex inquiries by intelligently routing conversations to specialized virtual agents. These agents work alongside Nedgia’s human support team, ensuring that customer interactions are as efficient and natural as possible. Services such as appointment scheduling for periodic inspections, access to meter readings, and future capabilities like modifying supply point data are now poised for automation, offering customers a seamless experience with reduced wait times.
Raúl Suárez, CEO of Nedgia, highlights the transformative impact of this initiative, stating, "This new service model marks a turning point in our client engagement strategy. By offering faster, more accurate, and personalized responses, we are enhancing the overall customer experience. Furthermore, this project underscores our commitment to innovation and our role in transitioning the energy sector towards sustainable practices."
IBM Consulting’s Role in Digital Transformation
Ana Gobernado, Managing Partner of IBM Consulting for Spain, Portugal, Greece, and Israel, elaborates on the collaboration, "Nedgia’s initiative showcases IBM Consulting’s expertise in guiding digital transformations. We combine industry knowledge and technological prowess with a customer-centric approach to tailor solutions that meet organizational needs. Nedgia’s success story demonstrates the powerful potential of well-designed AI agents in revolutionizing customer service."
This alliance between Naturgy and IBM Consulting is founded on a shared vision: leveraging generative AI to redefine customer relationships. The project is a testament to the transformative potential of AI technology in enhancing service delivery and operational efficiency.
Optimizing Customer Interaction with Advanced Technology
Central to Nedgia’s digital transformation is the integration of advanced platforms that merge large language models (LLM) with cloud-based contact center solutions. This innovative approach ensures compatibility with existing systems while minimizing the need for extensive structural changes or complex investments.
Unlike traditional AI systems that require constant supervision, these virtual agents operate autonomously. They possess the ability to decide on the appropriate tools, timing, and methods for each interaction, continuously learning and adapting to optimize their performance.
The virtual agents are capable of conducting non-deterministic conversations, understanding context, and managing multiple topics simultaneously. This results in more personalized interactions, as the agents can detect emotions and adjust their responses, tone, and language accordingly. Such advancements promise to enhance service quality, increase customer service capacity, and ultimately boost customer satisfaction.
About Nedgia
Nedgia, part of the Naturgy Group, is Spain’s premier gas distribution company, serving over 5.5 million supply points across 10 autonomous communities and 1,222 municipalities. With a network spanning approximately 60,000 kilometers, Nedgia ensures the safe and efficient delivery of gas energy, including green gas. The company prides itself on its proximity to customers and high-quality service, which are integral to its operational ethos.
About IBM
IBM stands as a global leader in hybrid cloud solutions, AI, and consulting services, assisting clients in over 175 countries. By leveraging insights from data, IBM helps streamline business processes, reduce costs, and provide a competitive edge. The company’s innovations in AI, quantum computing, and industry-specific cloud solutions empower clients to achieve digital transformations efficiently and securely. IBM’s commitment to trust, transparency, and inclusivity underpins its service offerings.
In conclusion, Nedgia’s adoption of generative AI signifies a major milestone in customer service evolution, positioning the company at the forefront of innovation. As industries continue to embrace AI, the collaboration between Naturgy and IBM Consulting serves as a model for leveraging advanced technologies to enhance operational excellence and user satisfaction.
For more detailed information about this groundbreaking project, please refer to the original announcement at IBM Newsroom.
For more Information, Refer to this article.
