Distribution company Delgaz Grid takes a new step towards the digitalization of customer services, by launching DELIA virtual assistant, a chatbot available non-stop on the company’s website, www.delgaz.ro.

Developed with AI technology, the new communication channel quickly provides clear and well-structured information from the series most frequently requested by the company’s current or future customers and eliminates waiting times and schedule limitations, valid in the case of alternatives represented by call centers, respectively territorial customer relations centers.

The main functionalities of the DELIA virtual assistant include:

• information about connecting to the gas or electricity network – steps to follow, what the technical connection approval (ATR) is, the connection contract, what commissioning entails, etc.;
• explanations regarding the documentation required for various requests (new customer, extension or modification of the user installation).
• details about Delgaz Grid services – technical checks, notifications, interventions (connection/disconnection, sealing, dismantling), refunds, etc.;
• guidance in the process of programming the meter reading or its replacement – types of meters available, what meter replacement entails (tariffs, estimated duration and replacement conditions);
• answers regarding how to contact the technical teams, payment methods for services and guidance for submitting notifications;

“By launching this virtual assistant, we want to be closer to customers, offering them an accessible and efficient digital experience. It is a natural step in our digitalization strategy and a firm commitment to improving customer interaction”, states Cristian Secoșan, General Manager of Delgaz Grid.

The benefits for customers are multiple: first of all, time saved, through fast access to information, without the need to call the call center or go to the counter, as well as intuitive digital support, available non-stop. At the same time, the virtual assistant brings clarity to the steps to follow for the most frequent requests and, very importantly, provides instant feedback.

Delgaz Grid will continue to invest in digital solutions aimed at improving the customer experience and simplifying access to essential information.