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Comgás Optimizes Digital Channels with AI: 14% More Resolution and 6-Option Menu; 8 Points More on NPS and 81% Approve Accelerated Reproduction.
Comgás, a leader in gas distribution in Latin America, is making significant transformations in its digital channels through artificial intelligence. With the adoption of this technology, the company has seen considerable improvement in customer satisfaction, offering faster and more effective problem resolutions. The use of artificial intelligence has been an important key to simplifying access to information and optimizing user interaction, increasing its efficiency and effectiveness.
Among the innovations implemented, the enhanced virtual assistants stand out, now providing a more intuitive and customizable experience. Such improvements allow users to find solutions quickly and assertively. Additionally, Comgás features resources such as modified audio playback and practical menus that align with this modernization, contributing to a smoother and more satisfying experience. With these advancements, artificial intelligence reinforces its role as an indispensable tool in the continuous improvement of the company’s digital services. These innovations reflect the company’s commitment to excellence and innovation.
Updates to Comgás Virtual Assistant
Recently, Comgás made notable advances in its virtual assistant, Cris. Among the improvements is the introduction of accelerated audio playback and a significant 50% enhancement in bot comprehension capacity. These updates have resulted in a remarkable 14% increase in the problem resolution rate for customers. Additionally, the company simplified the initial menu, reducing options from 17 to just 6, in line with market trends and consumer expectations.
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Service Optimization and Consumption Analysis
The consumption analysis service, which aims to clarify doubts about invoice amounts, has also been optimized, resulting in an 8-point increase in the NPS (Net Promoter Score), a key metric for measuring customer satisfaction. We noticed that the speed with which people consume digital information and content is increasing, leading us to identify new opportunities to enhance our clients’ experience in this AI environment.
Improvement in Customer Experience
With the introduction of more agile tools, we have been able to maintain clarity and precision in AI-driven service, ensuring that customers receive information efficiently and make better-informed decisions. Thiago Trevisan, IT, Innovation and Customer Experience Director at Comgás, shared that many customers who previously opted for voice assistance, before the accelerated audio playback option at 1.5x, reported impatience, which often led to hasty choices and errors in service direction.
Impact of New Features
With the update of this feature that occurred in July 2024, approximately 10% of customers have already used it, and 81% of them kept this accelerated playback option enabled until the end of the service. Indeed, 73.3% of customers rated the service positively, with scores between 9 and 10, indicating not only satisfaction but also the success of these innovations in the virtual assistant.
Commitment to Innovation and Simplicity
These improvements reinforce Comgás’s ongoing commitment to delivering values that are essential for its customers: safety, trust, innovation, and simplicity. With more agile service centered on individual needs, the company aims to enhance each interaction and ensure that its services are always seen as synonymous with trust and practicality, as emphasized by the company’s Director.
About the Comgás Distribution Network
Structurally, Comgás has an extensive piped gas distribution network that spans over 22,000 kilometers across 96 municipalities. The company supplies gas to industrial, commercial, residential, and automotive sectors, in addition to enabling cogeneration projects and supplying thermoelectric plants.
Expansion in the State of São Paulo
The company serves over 2.6 million customers in its concession area, covering the Metropolitan Region of São Paulo, the Administrative Region of Campinas, the Baixada Santista, and the Paraíba Valley, demonstrating its crucial role in the infrastructure of digital channels and the continuous improvement of customer experience throughout the State of São Paulo.
Source: © Comgás Press
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