ColombiaEnergy and utilities2019 – ongoingPublic Enterprises of Medellín (EPM)
Ema conversational assistant for utility self-service
EPM reported 5.2 million interactions with its Ema digital assistant over 5 years
Problem
EPM customers needed a way to handle routine utility requests without calling its service line or visiting an office.
Approach
EPM launched Ema on its website in May 2019 and added WhatsApp in 2021. The assistant used AI to understand written or spoken requests. It supported bill copies and balance inquiries, with further self-service transactions added over time.
Results
Takeaway
Ema connected conversational support to utility transactions. The interaction total did not establish how many requests were completed without staff.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
EPM reported 5.2 million interactions since Ema launched in May 2019. It described AI-based language understanding and self-service billing transactions through its digital channels.
Full details are in the original sources.
