Case Study: Neoenergia achieves digital support for 5M customers with Inbenta's WhatsApp chatbot

Neoenergia - Customer Case Study

Neoenergia, one of Brazil’s largest private power companies serving 37 million people across 18 states, faced a sudden need to replace in-person branch service during the COVID-19 pandemic. After an unsatisfactory trial with a competitor bot, the company needed a scalable digital channel able to handle complex enquiries (invoice copies, outage reports, reconnections, debt negotiation) and understand natural-language queries from millions of customers.

They implemented a WhatsApp chatbot plus an extensive FAQ, featuring an interactive menu that mirrors branch services, robust NLU with human-escalation when needed, and a continuous improvement process with real-user testing. The channel has reached 5 million unique users, digitalized seven branch services, supported 11.5M invoice copy requests and 2.9M outage interactions, achieved a 4.3/5 satisfaction score, and enabled $240M in debt negotiations (92% settled); new features like anonymous energy-theft reporting have also been added.

Neoenergia

Renato Suplicy

Head of Digital Strategies and Services