Órigo Energia is leveraging artificial intelligence to transform its customer service, aiming for multi-million-dollar savings and significant gains in the operational efficiency of its digital channels.
Órigo Energia, a leader in the shared distributed solar energy generation market, has just achieved a significant technological milestone. By integrating artificial intelligence tools to monitor WhatsApp conversations, the company projects savings of R$ 4.5 million over the next three years, establishing a new standard in Customer Experience (CX) management.
Initial results, collected after just 90 days of operation, confirm the strategy’s effectiveness: customer service team productivity doubled, while consumer satisfaction rates jumped 33%. Furthermore, the company recorded a 50 percentage point reduction in the volume of demands requiring human intervention, optimizing workflows.
The Real-Time Data Analysis Revolution
The project, made possible through a partnership with Waizer, eliminates the need for manual audits, which previously required continuous support from Technology and Business Intelligence (BI) teams. Previously, qualitative diagnostics were slow and limited to statistical sampling, leaving hidden operational gaps.
Today, the platform processes all digital interactions. This allows Órigo Energia to identify bottlenecks in real-time, such as users’ recurring difficulties in issuing duplicate invoices, enabling immediate adjustments to digital processes.
Taís Lange, Director of Products, Tech, and AI at Órigo Energia, stated:
“We achieved something rare that most companies seek today when it comes to operational efficiency: reducing costs while further improving our consumers’ satisfaction and experience. Through the insights brought to us by the automated analysis of customer interactions, we quickly arrived, for example, at a list of the 10 most frequent questions about invoices, based on real conversation data.”
Scalability and Strategic Focus
With a base of 125,000 active users monthly, traditional auditing would be unfeasible. According to Rafael Pacheco, CEO of Waizer:
“This work would be financially unfeasible and inefficient, but even if the company opted for such an investment, the audit would still be done by sampling, meaning only a small portion of interactions would be analyzed. Thus, over 98% of conversations would remain unanalyzed, leaving most friction points and their causes off the operational radar.”
This paradigm shift allows the company to direct its human customer service agents toward complex situations requiring empathy and strategic decision-making, leaving repetitive operational inquiries to automation.
By transitioning to an AI-assisted model, Órigo Energia not only reduces costs but also recalibrates the role of employees within the customer journey. The projection is that continuous efficiency will sustain the brand’s sustainable growth, maintaining service excellence as the solar energy consumer base grows in the country.
