Digital solution, based on salesforce service cloud service solution, enables real-time customer interaction through video call
Neoenergia has just launched an unprecedented solution in the electricity sector to improve customer relationships in its distributors. The Virtual Remote Assistant is a technology that enables real-time customer service per video session. The pioneering tool in the sector makes contact more humanized and reinforces the agility and efficiency of services.
With technology, when the customer makes a request or reports a problem through the call center, relationship agents can suggest video support to verify the images and thus provide more accurate guidance. If the consumer agrees to receive the service in this way, a link is sent by SMS and the call can be made by mobile phone. The service is working in four distributors, which serve 14.7 million customers in five states — Neoenergia Coelba (BA), Neoenergia Pernambuco (PE), Neoenergia Cosern (RN) and Neoenergia Elektro (SP and MS). Call center agents and technical staff underwent training to provide real-time guided interaction in an integrated manner.
" In an increasingly digitized world, consumers have new habits that demand technology. Therefore, our investments are aimed at further improving the customer experience with a focus on quality of service, maintaining the humanized relationship even in digital media", says Renato Suplicy, Manager of Strategy and Digital Services.
The solution has optical character recognition, which allows text transcription of information that appears in an image. The feature is useful, for example, to ask consumers questions about the invoice.
The initiative is part of The Digital Connection, considered the most important Brazilian Research and Development (R&D) project focused on the electricity sector customer, regulated by the National Electric Energy Agency (ANEEL). Launched in March 2020, it accelerated the company's digital transformation, which now has more than 70 services through virtual assistant, among other technologies.
Neoenergia's innovative approach relies on Visual Remote Assistant, part of the Salesforce Service Cloud. The application of video support in the energy sector, especially by a company of the size of Neoenergia, will serve as a model for other companies in the energy market. Efficiency, because it is integrated with the entire customer service vision, and convenience are the basis of this type of customer interaction, which seeks an increasingly assertive relationship with brands, including those in the utilities sector," says Giovanni Maselli Raimondo, Salesforce's Account Director.