Key results
The company
Cemig
cemig.com.brElectric utility providing power generation, transmission, and distribution services.
Result highlights
- 90% reduction in claims compensation costs
- 30% reduction in operational expenses
- 20% reduction in branch handling time
- 65% retention rate for WhatsApp channel
- 20-point increase in Net Promoter Score
The story
Latin America's largest electricity distribution provider maintains a network of over 574,000 kilometers serving 9.35 million customers across 774 municipalities in Brazil.
Service quality was inconsistent across the region, particularly in rural areas where limited infrastructure and digital literacy created access barriers. Fragmented support channels could not provide equitable assistance to such a diverse customer base.
The utility integrated its mobile app, web portal, and WhatsApp into a unified engagement platform. They deployed virtual assistants using IBM watsonx.ai to manage open-source models like Llama and Hugging Face, with NeuralSeek verifying response accuracy. This system powers 44 new self-service options designed to accommodate varying levels of digital proficiency.
Scope & timeline
- 1.1M monthly increase in WhatsApp messages
- 82% customer adoption of digital channels