TLDR: Nedgia, the gas distributor for the Naturgy Group, has partnered with IBM Consulting to implement a pioneering generative AI agent solution aimed at transforming its customer service. This initiative integrates AI into both telephone and digital channels, promising faster, more accurate, and personalized responses, significantly reducing wait times and enhancing the overall customer experience. The system will handle tasks like appointment management and meter reading information, while complementing existing human support.
New York and Madrid, July 14, 2025 – Nedgia, the gas distribution arm of the Naturgy Group, has announced a significant overhaul of its customer service model through a groundbreaking digital evolution project. This transformation, executed in collaboration with IBM Consulting, leverages generative artificial intelligence (AI) agents to create an innovative contact center.
The new solution is designed to integrate intelligent virtual agents into Nedgia’s standard telephone and digital customer service channels. This strategic move aims to provide more detailed and personalized customer service, marking a first for Naturgy’s gas distributor in incorporating generative AI across these critical touchpoints. The project positions the Naturgy Group at the forefront of innovation, reinforcing its commitment to operational excellence and user satisfaction.
The generative AI agents are engineered to replicate and scale automation use cases, enabling the successful resolution of a majority of customer interactions. The automation process will encompass a range of services, including the management of appointments for periodic inspections, access to meter reading information, and, in the future, the ability to modify supply point data. These advancements are expected to allow customers to manage their appointments automatically, enjoy a seamless experience, and drastically reduce wait times and incident resolution periods.
Furthermore, the implemented AI agent system boasts the capability to understand and manage complex requests, intelligently routing conversations to specialized virtual agents based on the topic. This ensures more natural and efficient interactions for customers. It is important to note that these virtual agents are intended to reinforce, rather than replace, the current human support system that Nedgia continues to provide.
Raúl Suárez, CEO of Nedgia, commented on the initiative, stating, “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.”
Ana Gobernado, Managing Partner of IBM Consulting for Spain, Portugal, Greece, and Israel, highlighted IBM’s role: “Nedgia’s case exemplifies the value that IBM Consulting brings to digital transformation processes, combining industry experience, technological knowledge, and a customer-centric methodology. 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.”
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This collaboration underscores Nedgia’s commitment to innovation and its role in advancing the energy sector, particularly in the context of green gases and the broader energy transition.
