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Comgás optimizes digital channels with AI: 14% more resolution and 6-option menu; 8 more points in NPS and 81% approve accelerated playback.
Comgás, a leading gas distributor in Latin America, is promoting significant transformations in its digital channels through artificial intelligence. By adopting this technology, the company has seen a 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 efficacy.
Among the innovations implemented, the following stand out: virtual assistants improved, which now provide a more intuitive and customizable experience. These improvements allow users to find solutions quickly and assertively. In addition, Comgás has features such as modified audio playback and practical menus that align with this modernization, contributing to a more fluid and satisfactory experience. With these advances, artificial intelligence reinforces its role as an indispensable tool in the continuous improvement of the company's digital services. Such innovations reflect the company's commitment to excellence and innovation.
Updates to Comgás' Virtual Assistant
Recently, Comgás has made notable advances in its virtual assistant, Cris. Among the improvements, the introduction of accelerated reproduction audio and a significant 50% improvement in the bots’ ability to understand. These updates resulted in a significant 14% increase in the customer issue resolution rate. In addition, the company simplified the home menu, reducing the options from 17 to just 6, which is in line with market trends and consumer expectations.
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Service Optimization and Consumption Analysis
The consumption analysis service, which is designed to clarify doubts about invoice amounts, also underwent optimizations that resulted in an 8-point increase in the NPS (Net Promoter Score), a key metric for measuring customer satisfaction. We noticed that the speed at which people consume information and digital content is increasingly faster, and this led us to identify new opportunities to improve our customers' experience in this AI environment.
Improved Customer Experience
By introducing more agile tools, we were able to maintain clarity and precision in customer service via artificial intelligence, ensuring that customers receive information efficiently and make better decisions. Thiago Trevisan, Director of IT, Innovation and Customer Experience at Comgás, shared that many customers who previously opted for voice service, before the option of 1,5x accelerated audio playback, reported impatience, which often led to hasty choices and errors in customer service direction.
Impact of New Features
With the update of this functionality that occurred in July 2024, approximately 10% of customers have already used it, and 81% of them kept this accelerated playback option activated until the end of the service. In fact, 73,3% of customers rated the service positively, with scores between 9 and 10, signaling not only satisfaction, but also the success of these innovations in the virtual assistant.
Commitment to Innovation and Simplicity
These improvements reinforce Comgás’ ongoing commitment to delivering values that are essential to its customers: safety, trust, innovation and simplicity. With faster service focused on individual needs, the company aims to improve each interaction and ensure that its services are always seen as synonymous with trust and practicality, as highlighted by the company’s Director.
About the Comgás Distribution Network
In terms of structure, Comgás has a vast pipeline gas distribution network that extends over 22 kilometers in 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 more than 2,6 million customers in its concession area, covering the Metropolitan Region of São Paulo, the Administrative Region of Campinas, Baixada Santista and Vale do Paraíba, demonstrating its crucial role in the infrastructure of digital channels and in the continuous improvement of the customer experience throughout the State of São Paulo.
Source: © COMGAS Press
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