Case Study: Naturgy transforms customer service with HappyRobot voice AI

Naturgy achieves 9.4/10 customer satisfaction in weeks with HappyRobot

Naturgy, one of Spain's largest energy suppliers, faced the challenge of transforming its customer service to fulfill its ambition of being recognized as the best in Europe. The company needed a solution that could handle high-volume, high-stakes phone support for critical issues like technical assistance, while maintaining its promise of quality and rapid on-site help. To achieve this, Naturgy partnered with HappyRobot to implement a Voice AI solution.

HappyRobot implemented a full-service Voice AI agent that answers all technical service calls, running diagnostics, resolving issues, and dispatching technicians when needed. The solution, built in close collaboration with Naturgy's team, achieved a 9.4/10 customer satisfaction score in its first weeks, provides 24/7 availability with no wait times, and writes detailed, structured summaries back to the CRM after every call.

Naturgy