Case Study: CEMIG achieves 30% lower costs and better customer engagement with IBM Consulting

Brazilian energy giant CEMIG cuts expenses by 30% with IBM’s agentic AI solutions

CEMIG, one of Brazil’s largest energy providers, needed to improve customer service for 9 million people across digital and traditional channels, especially in rural and underserved areas with varying levels of digital access and literacy. To address these gaps, CEMIG worked with IBM, using IBM Consulting and IBM watsonx.ai to create a more inclusive, scalable customer experience.

IBM implemented AI-powered virtual assistants and unified CEMIG’s mobile app, online portal, and WhatsApp into a single digital support model. The result was a 30% reduction in operating expenses, a 20-point increase in Net Promoter Score, 1.1 million more monthly WhatsApp messages, and 44 new self-service options, helping CEMIG improve efficiency and customer satisfaction.

CEMIG

Reynaldo Passanezi

Chief Executive Offcier