An Artificial Intelligence (AI) project developed by Radix Engineering and Software is helping power Brazilian giant CEMIG (Companhia Energética de Minas Gerais) improve its customer experience by integrating all of its interaction channels.
The CEMIG Virtual Assistant project combines technologies such as omnichannel, chatbot, AI and Big Data to yield greater agility and automation of CEMIG’s customer service.
The project features a hybrid architecture, which can be deployed both on-premises and in the cloud, or entirely in the cloud, to allow scalability and replication of services used in the chatbot.
The project’s final phase was transferring the entire ecosystem developed in R&D to CEMIG’s environment, including the omnichannel platform, the chatbot with various communication channels, intelligent agents that operate according to passive, active and proactive communication flows and a real-time monitoring system of the chatbot’s usages.
William Evans, Project Manager, CEMIG, said: “The project’s goal was to improve the customer experience by going beyond just offering requested services. Using AI, the virtual assistant anticipates customer needs by offering other products or services, exceeding their expectations using our service channels. Now CEMIG can have active and proactive communication with our customers, as the virtual assistant facilitates interaction and use of our digital channels.”
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