Nedgia Enhances Customer Service with AI Innovation from IBM Consulting

In a significant leap towards digital transformation, Nedgia, the gas distributor of the Naturgy Group, has revamped its customer service model through the integration of generative artificial intelligence (AI) agents. This pioneering initiative, implemented in collaboration with IBM Consulting, aims to enhance customer interactions across both telephone and digital channels, marking a substantial advancement in the operational capabilities of the company.

Announced on July 14, 2025, in New York and Madrid, the project signifies Nedgia's commitment to leveraging cutting-edge technology to improve service delivery and customer satisfaction. Raúl Suárez, CEO of Nedgia, emphasized the transformative nature of this new service model, stating, "With this project, we are offering faster, more accurate, and personalized responses, which results in an improved customer experience."

As part of this innovative approach, Nedgia will employ intelligent virtual agents capable of managing complex customer requests. These AI agents will automate various tasks, including appointment management for periodic inspections and providing access to meter reading information. Future enhancements may include the ability to modify supply point data, allowing customers to manage their appointments seamlessly and significantly reducing wait times for issue resolution.

The generative AI technology enables the virtual agents to understand and process intricate requests, directing conversations to specialized agents based on the subject matter. This ensures more natural and efficient interactions, complementing the existing human support system that Nedgia continues to maintain.

Ana Gobernado, Managing Partner of IBM Consulting for Spain, Portugal, Greece, and Israel, highlighted the project as a testament to the value of AI in customer service, noting that "Nedgia's success underscores the enormous potential that AI agents, when properly designed and implemented, have in customer service."

The integration of leading platforms that combine large language models (LLM) with cloud-based contact center solutions sits at the core of this transformation. Nedgia has executed this integration gradually, ensuring compatibility with existing systems while minimizing the need for major structural changes or complex investments. Unlike traditional AI systems, these virtual agents operate autonomously, learning and adapting in real time to enhance customer interactions.

The deployment of virtual agents represents a qualitative leap in customer service, as they are designed to maintain non-deterministic conversations and understand context, thus managing multiple topics simultaneously. This capability allows them to provide personalized experiences by detecting customer emotions and adjusting responses accordingly.

With this strategic move, Nedgia is not only positioning itself at the forefront of innovation in customer service but is also reinforcing its commitment to operational excellence and user satisfaction in the energy sector. As the leading gas distribution company in Spain, serving over 5.5 million supply points across 10 autonomous communities, Nedgia continues to prioritize customer service as a core aspect of its identity.

About Nedgia: Nedgia operates an extensive network of approximately 60,000 kilometers, facilitating the safe and efficient delivery of gas energy supplies, including green gas, to 70% of Spain's gas consumers. The company emphasizes quality and proximity in its customer service approach.

About IBM: IBM is a global leader in hybrid cloud and AI, providing consulting expertise to help clients in over 175 countries optimize their business processes and leverage insights from their data. IBM's commitment to trust, transparency, and innovation makes it a preferred partner for organizations seeking to navigate digital transformation effectively.