New York and Madrid, July 14, 2025. Nedgia, the gas distributor of the Naturgy Group, has updated its customer service model using generative artificial intelligence agents. IBM Consulting designed and implemented this project to create an innovative contact center supported by virtual agents.

This solution uses generative AI to enhance customer service by integrating intelligent virtual agents into telephone and digital channels. It allows for replicating and scaling automation use cases, enabling AI agents to resolve most interactions effectively.

The automation includes services like appointment management for inspections, access to meter reading information, and potential future capabilities like modifying supply point data. These advancements aim to provide customers with a seamless experience and reduce wait times.

The AI agent system manages complex requests by routing conversations to specialized virtual agents based on topics for efficient interactions. These virtual agents will support the current human assistance provided by Nedgia.

“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," explains Raúl Suárez, CEO of Nedgia. “We are also reaffirming our commitment to innovation as a way to continue adding value to the energy sector."

“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. "Our mission is to support organizations in their transformation."

This project is part of a collaboration between Naturgy and IBM Consulting aimed at revolutionizing customer relationships through generative AI.

At the core of this transformation is Nedgia's integration of platforms combining large language models with cloud-based contact center solutions. The company ensures compatibility with existing systems without major structural changes or investments.

Unlike traditional AI systems requiring constant supervision, these agents operate independently: they decide which tools to use and how. They learn continuously as they work.

Virtual agents enable non-deterministic conversations by understanding context and managing multiple topics in real time. They adjust responses based on detected emotions for personalized experiences.

These advancements can improve service quality and increase satisfaction. With this transformation, Nedgia aims for operational excellence in customer service.