Neoenergia's virtual assistant has consolidated its position as one of the service channels most used by customers of the company's distributors. In July 2021, the chatbot reached the milestone of 10 million calls, an accumulated value in the period of 16 months, since the implementation of the technology in March 2020. When analyzed only in July, the highlight is the 142% growth in the number of calls, compared to the same month last year. With more than 70 services available to more than Neoenergia´s 15.6 million customers, the virtual assistant continues to deliver novelties, such as the reconnection request service, which arrives in September for the distributors in the Northeast – Neoenergia Coelba (BA), Neoenergia Pernambuco (PE) and Neoenergia Cosern (RN).
After paying overdue invoices, reconnection can be requested by the virtual assistant, who helps the customer to request the restoring of the home's energy supply. The innovation already exists in other service channels of the distributors, such as the website, and has existed since May in the virtual assistant of Neoenergia Elektro (SP/MS). "With the implementation of the reconnection request, the customer has the possibility to use the services in an integrated way, such as checking their pending invoices, negotiating and finally requesting reconnection, without leaving WhatsApp," says the corporate manager of Digital Strategies and Services at Neoenergia, Renato Suplicy.
This delivery is part of a series of continuous innovations that Neoenergia is carrying out in the virtual assistant, such as the debt consultation and negotiation service. The innovation, launched in May this year, reached the milestone of R$16 million in debts negotiated via chatbot, being the most used channel by customers for this type of service. The service, which already existed on the website, allows customers of the distribution companies Neoenergia Coelba (BA), Neoenergia Pernambuco (PE), Neoenergia Elektro (SP/MS) and Neoenergia Cosern (RN) to use the virtual assistant to check the existence of pending debts with the distributor and negotiate in the way that best suits their reality as a customer without the need to leave home.
In total, there are more than 70 services available on WhatsApp and Facebook, such as reconnection, duplicates, and notice of a power outage. Among the highlights is the registration and delivery of the digital invoice via WhatsApp, a pioneering service in the electric sector launched by the company. The numbers prove the reach and success of the technology. From January to July 2021, 150,000 invoices were sent via WhatsApp to 35 thousand registered customers. The number of duplicates sent via the application reached 1.5 million in the same period.
Every month, more than 5.1 million messages are sent, on average, with an efficiency of 93% - without the help of a human operator. There are eight bots (robots) with more than 400 versions of improvements and 9 self-services and more than 80 questions and answers available to customers. The virtual assistant also has a library of more than 1,200 words and 87 known subjects. In addition, it has a post-service rating of 4.3 on a scale where 5 is the maximum score of excellence. The number of unique customers who have interacted with the company via WhatsApp is also significant. From March 2020 to July 2021, the record is 2.8 million.
"Neoenergia's virtual assistant has the main objective of making customers' lives easier with positive and fast experiences. The whole chatbot development process was thought out for the customer, putting their vision and needs as the focus of the decisions of creation, simplification and development of digital solutions," says the supervisor of Neoenergia's Messaging Solutions, Mateus Prates.
By the end of the year, new actions are planned for Neoenergia's chatbot, such as the self-reading service in the Northeast distributors - an innovation that already exists in Neoenergia Elektro. With the novelty, customers will receive guidance on how to read the consumption in their meter, having the autonomy to make the record and follow-up in an assertive and personalized way. The virtual assistant has also arrived at Neoenergia Brasília (DF), a concessionaire incorporated by the company in March 2021. Through WhatsApp, customers can access the most accessed services, such as the duplicate request, notice of lack of energy and request for reconnection.
Neoenergia was recognized with the silver title in the Cliente SA 2021 Award (Customer SA 2021, in a free translation) in the category Leader in customer management project for the case "Chatbot Neoenergia - Virtual Assistant and new experiences for customers". This is the third consecutive year that Neoenergia has achieved a positive result in the Cliente SA Award. In 2019, the company received a gold title with the case 'The customer is everything to us' in the Visionary category. The title earned the company a place in the 2020 Latam Award, in which it won the gold category for Best Citizen-Directed Operation Strategy. As for the Cliente SA 2020 Award, the achievement was for the case Customer Experience Center.
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