Case Study: Neoenergia achieves automated support for 15M+ customer queries with Inbenta AI chatbot

Neoenergia automates +15M customer queries with AI chatbot

Neoenergia, the Brazilian energy giant serving 37 million people, needed to scale customer service and redirect millions of users to digital self-service without losing quality. After a previous chatbot fell short, the company turned to Inbenta and its AI/NLP chatbot capabilities to handle complex queries and high demand.

Inbenta implemented a WhatsApp chatbot and knowledge management system that could answer customer questions, manage common service requests, and seamlessly escalate to live agents when needed. The solution has become a core part of Neoenergia’s support stack, with measurable impact including 11.5 million duplicate-invoice requests handled, 2.9 million outage interactions, 10 chatbot deployments across 5 distributors, and $240 million in customer debt negotiated, with 92% of that debt settled through the chatbot.

Neoenergia

Renato Suplicy

Head of Digital Strategies and Services