Equatorial Group invests R$ 21 million in the Delfos Project with artificial intelligence and launches a new customer experience management model in the Brazilian electric sector.

Written by Corporativo

Published on 06/04/2026 at 15:02

Updated on 06/04/2026 at 15:03

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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.

ARTICLE CONTINUES BELOW

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.

Equatorial Group invests R$ 21 million in the Delfos Project with artificial intelligence and launches a new customer experience management model in the Brazilian electric sector.

Initiative uses artificial intelligence to analyze interactions, anticipate problems, and elevate the quality of consumer service

New model integrates data and improves decisions

Monitoring center strengthens operations in Piauí

Artificial intelligence anticipates risks and identifies dissatisfaction

Platform monitors strategic indicators

Direct benefits for customers and the company

Implementation already reaches seven distributors

Data governance follows LGPD

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Equatorial Group invests R$ 21 million in the Delfos Project with artificial intelligence and launches a new customer experience management model in the Brazilian electric sector.

Initiative uses artificial intelligence to analyze interactions, anticipate problems, and elevate the quality of consumer service

New model integrates data and improves decisions

Monitoring center strengthens operations in Piauí

Artificial intelligence anticipates risks and identifies dissatisfaction

Platform monitors strategic indicators

Direct benefits for customers and the company

Implementation already reaches seven distributors

Data governance follows LGPD

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