Bravent empowers Iberdrola Middle East’s customer service with a generative AI Chatbot

Bravent, a leading technology company in innovative solutions, has developed an advanced Artificial Intelligence Chatbot for Iberdrola Innovation Middle East, a subsidiary of one of the world’s leading energy companies. This solution, based on cutting-edge technologies such as OpenAI GPT and Azure Cognitive Search, is designed to transform customer service through personalised recommendations and a focus on energy efficiency.

Improving personalisation in customer care with advanced AI

Bravent faced the challenge of creating a generative AI chatbot that would not only handle queries, but also provide personalised recommendations based on user profiles. This challenge involved overcoming significant technical barriers, such as integrating with existing databases and developing machine learning models capable of analysing large volumes of data. The goal was to achieve accurate and personalised interactions that would increase customer satisfaction.

Generative AI Chatbot powered by GPT and Azure Cognitive Search

To overcome these challenges, Bravent designed an end-to-end solution using GPT, an OpenAI linguistic model that can interpret large volumes of data and provide personalised advice. The solution was implemented in several phases:

  • Identification and creation of user profiles: The Chatbot identifies users in Iberdrola’s database and uses the available information to build detailed profiles. This allows personalisation of each customer’s experience from the first contact.
  • Recommendation of personalised solutions: Using the profiles generated, the Chatbot applies GPT to interact in natural language and recommend intelligent solutions adapted to the specific needs and consumption patterns of each user.
  • Technical implementation and machine learning: The solution employs document vectorisation through Azure Cognitive Search, together with machine learning models developed by Bravent to create and continuously adjust accurate user profiles.
  • Integration with Iberdrola resources: To ensure the relevance and usefulness of recommendations, the Chatbot integrates with Iberdrola data and metrics, providing practical and actionable suggestions, known as Next Best Actions (NBA).

Improved customer satisfaction and reduced energy costs

The Generative AI Chatbot developed by Bravent has had a significant impact on several key aspects:

  • Increased customer satisfaction: By offering a personalised service experience and recommendations tailored to each user’s needs, the Chatbot has significantly raised customer satisfaction.
  • Energy efficiency and cost reduction: Thanks to personalised suggestions for reducing energy consumption, users can lower their bills, contributing to economic and environmental well-being.
  • More effective and natural interactions: The use of GPT for natural language processing facilitates smoother and more intuitive conversations, improving user engagement and ensuring the delivery of relevant information.
  • Continuous optimisation through data analytics: Machine learning models not only help to better understand customers, but also identify trends and opportunities to further optimise services.

Bravent, a partner in the digital transformation of the energy sector.

With this project, Bravent demonstrates its ability to develop advanced technological solutions that not only meet the current needs of its customers, but also anticipate future market demands. The implementation of the Generative AI Chatbot for Iberdrola Middle East marks an important step towards a more personalised and efficient customer service, aligned with the sustainability and energy efficiency goals of the sector. This collaboration reaffirms Bravent’s commitment to innovation and excellence in digital transformation.