Initiative proposes to change the pattern of customer relationships through the use of Generative Artificial Intelligence (AI)

Neoenergia has just won the Latam Prize 2025, with the 360º Voice of the Customer initiative, an integrated approach to improving consumers' experience with the brand. The project aims to lead a change in the area of customer experience, driven by Generative Artificial Intelligence (AI), that helps increase consumer satisfaction in their interactions with the

company.

Now recognized for its excellence in executing and obtaining results, the 360º Voice of the Customer was built based on three pillars: customer focus and active listening, to provide an exceptional experience; competitive advantage, with the support of generative artificial intelligence (AI) tools; and the use of AI with responsibility and security, making technology an ally to exceed the expectations of consumers.

“This award is directly connected to Neoenergia's goal of providing exceptional experiences to all our customers. To this end, we create methods to listen to them in an integrated way for the construction of accurate diagnoses, which give rise to strategic action plans. And all the work uses that data with the aid of artificial intelligence tools. We were happy with this recognition of the efforts of our teams,” explains Evani Montechesi, Customer Experience Superintendent

at Neoenergia.

To provide the highest level of customer satisfaction, Neoenergia developed a complete data product, which integrates multiple sources of consumer feedback and combines exponential artificial intelligence technologies, with the aid of innovation, in four phases.

The first of these is the Unified View of the Customer Experience, which brings together consumer feedback for follow-up on a single platform. Then comes sentiment analysis using VADER (Valence Aware Dictionary and Sentiment Reasoner), classifying the approaches as

positive or negative.

The third stage comprises topic modeling using BerTopic, which catalogs and groups customer feedback. Finally, we arrive at the Voice of the Customer phase - Mastemind, in which it is possible to have an efficient and personalized generation of diagnoses about the customer experience on each topic, using pre-trained generative transformative models.