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Initiative uses artificial intelligence to analyze interactions, anticipate problems, and elevate the quality of consumer service
Initially, the Equatorial Energy Group announced, on March 31, the launch of the Delfos Project, with an investment of R$ 21 million.
Furthermore, the initiative marks a new model for managing customer experience.
At the same time, the solution uses artificial intelligence to analyze 100% of interactions with consumers.
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Satellite images reveal in Germany a mosaic of agricultural fields with no apparent pattern; irregular shapes seen from space are actually the land map created by feudal lords over 700 years ago that still defines the landscape today.
Thus, the company begins to operate based on real-time data.
Consequently, the quality of the services provided tends to evolve continuously.
New model integrates data and improves decisions
First of all, the Delfos Project was developed within the Research, Development, and Innovation Program of the National Electric Energy Agency.
In this way, the initiative was recognized as a technological innovation in the electric sector.
Moreover, the solution expands the capacity for monitoring and analyzing interactions with customers.
At the same time, the system integrates data from different service channels.
As a result, decisions are made with more precision and agility.
Monitoring center strengthens operations in Piauí
As a milestone of this advancement, the company inaugurated the Customer Monitoring Center (CMC) in the state of Piauí.
Thus, the structure centralizes the reading of the main operational indicators.
Additionally, the space coordinates actions between different areas of the company.
Consequently, management becomes more integrated and efficient.
At the same time, the operational model begins to operate in a more strategic manner.
Artificial intelligence anticipates risks and identifies dissatisfaction
Now, the technology performs automated sentiment analysis of consumers.
Moreover, the system identifies dissatisfied customers immediately.
Similarly, recurring themes are classified automatically.
As a result, potential risks are identified before they become crises.
Previously, this process was carried out manually and by sampling.
Now, therefore, the analysis occurs in real-time and on a larger scale.
Platform monitors strategic indicators
Additionally, the platform tracks relevant indicators for service.
Among them, the following stand out:
- NPS (Net Promoter Score)
- Volume of detractor customers
- Call-backs in the call center
- Response time to consumers
- Performance of in-person and phone service
Thus, artificial intelligence broadens the view of the customer journey.
Consequently, the company improves its operational efficiency.
Direct benefits for customers and the company
For consumers, the impacts are immediate.
Thus, there are faster responses and greater resolution in services.
Moreover, problems are identified in advance.
Consequently, the quality of service is continuously improved.
On the other hand, for the company, the project strengthens the governance of customer experience.
Additionally, it enhances integration between internal areas.
At the same time, it reinforces the management of institutional reputation.
Implementation already reaches seven distributors
Currently, the Delfos Project is in the phase of operational consolidation.
Moreover, there is a schedule of in-person immersions for team training.
Thus, the new model is being gradually incorporated.
The implementation has already been completed in the group’s distributors in the states:
- Maranhão
- Pará
- Piauí
- Goiás
- Alagoas
- Amapá
- Rio Grande do Sul
Consequently, the reach of the solution is already national within the group.
Data governance follows LGPD
Finally, the initiative strictly follows the principles of data governance.
Additionally, it is in compliance with the General Data Protection Law (LGPD).
Thus, the use of artificial intelligence occurs with an exclusive focus on improving service.
At the same time, the privacy of consumers is preserved.
In this way, the project consolidates a new standard of relationship with customers in the electric sector.
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