BrazilEnergy and utilities2024 – ongoing

Cemig

Omnichannel AI virtual agent for IVR and WhatsApp, built with IBM

Cemig's AI virtual agent handled 2.1 million WhatsApp contacts a month and raised digital services from 4 to 53

WorkingCompany's own claim

Problem

The utility's customers reached it by phone, apps and WhatsApp. Cemig wanted more of those contacts resolved without a call-centre agent.

Approach

Cemig built a set of service tools with IBM, centred on an omnichannel virtual agent supported by dedicated teams. It reworked its IVR and improved its use of WhatsApp. A Cemig executive described the results at the CONAREC 2024 customer-service conference.

Results

1.2 millionmonthly contacts in the IVR, with 63% retention, per CemigCompany's own claim[1]

2.1 millionmonthly contacts on WhatsApp, with 84% retention, per CemigCompany's own claim[1]

de quatro para 53services available in the digital channels, per CemigCompany's own claim[1]

76%share of contacts digitised, per CemigCompany's own claim[1]

Takeaway

Cemig tracked how many contacts the digital channels kept, alongside volumes. The article did not define how retention was counted.

Sources

Resultados reais da IA generativa no atendimento: o case Cemig
Consumidor Moderno17 Sep 2024News article

Source summaries

[1]Consumidor Moderno17 Sep 2024

The article reports a Cemig executive's presentation at CONAREC 2024. It describes an omnichannel virtual agent built with IBM and gives monthly volumes and retention for the IVR and WhatsApp. It also reports services rising from four to 53 and 76% of contacts digitised.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026