BrazilEnergy and utilities2019 – ongoing

Equatorial Energia

Clara customer-service assistant and voice integration

Equatorial extended Clara from digital chats to a voice system handling an average of 61,000 daily calls

WorkingVendor case studyVendor ↗

Problem

Equatorial needed customer-service channels that could handle peak demand and routine electricity-service requests.

Approach

Equatorial introduced Clara using IBM Watson Assistant in 2019 for web and WhatsApp conversations. It later added Watson speech recognition and synthesis to its telephone service. The integration supported service requests and transfers to human agents.

Results

61,000average daily calls through the AI-enabled telephone response system, according to IBMVendor case study[1]

Takeaway

Clara reused conversational capabilities across text and telephone channels. The call count measured traffic, rather than the share resolved without an agent.

Sources

Grupo Equatorial moderniza seus canais digitais de atendimento ao cliente com nuvem híbrida e inteligência artificial da IBM
IBM27 May 2021Vendor publication

Source summaries

[1]IBM27 May 2021

IBM described Clara's expansion into voice service with access to internal telephone systems and human handoffs. It reported an average of 61,000 daily telephone calls and 108% growth in assistant interactions during 2020.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026