In the field of energy commercialisation, we are seeking to constantly improve the value proposition we offer to our customers.
The company is collaborating with start-ups to improve the in-person service channels, the telephone and digital service channels, as well as improving the products and services offered to our customers so that they are accessible to the largest possible number of people and especially to those groups of people with disabilities.
We developed the Confía project to improve the management of vulnerable clients with blockchain. Open innovation has enabled us to make a tool available to public administrations to improve the communication and management of vulnerable customers.
Solutions for citizens
We would like to transform cities to improve the quality of life for the residents. Our innovation projects with regard to cities aim to provide access to services, creating a cleaner, sustainable urban environment.
These are some of our most outstanding projects:
“Única”, the first energy subscription model. In a context of high volatility in energy prices, Project Única represents a firm commitment to offer energy to our customers at stable prices in the long term. Digitalisation and big data enable us to offer a customised individual price to each customer, without penalties, with 100% renewable electricity and neutral gas emissions, 100% digital, and it also includes a challenge plan that rewards efficient consumption.
GEA, a social and environmental innovation project for Endesa's customers, enabling them to choose the initiatives that they would like the company to support. Some of the initiatives promoted include support for families with members suffering from Jacobsen Syndrome, Food Banks, support for the Endesa Forest and training for the employment of people at risk of social exclusion.
Valuable 500 is an initiative that is conducting an in-depth review of the accessibility of all processes and service channels. The company is specifically working on improving the in-person service channels, the telephone and digital service channels, as well as improving the products and services offered to customers so that they are accessible to the largest possible number of people and especially to those groups of people with disabilities.
The RC4ALL (Responsible Consumption 4 ALL) project uses Artificial Intelligence and Big Data techniques to generate customised recommendations for Customers, with the aim of improving consumption efficiency, promoting responsible and efficient consumption, reducing energy consumed and unused, contributing to the decarbonisation of society and meeting the UN's Sustainable Development Goals (SDGs). This project is funded by the Ministry of Science and Innovation and is undertaken jointly by Endesa and Comillas-IIT (Institute of Technological Research).
Online sentiment analysis in the call centre. This initiative analyses customer sentiment and assists agents during customer calls by providing them with the necessary information in the customer service flow to reduce the average operation time, improve the quality of service and reduce customer dissatisfaction.
Anonymisation of sensitive data in customer documents. Introducing an automatic mechanism, fully integrated with the incoming Social Bonus application channels, that can recognise documents that are not required for this type of applications and anonymise sensitive information within them but without destroying them so that the nature of the document remains recognisable.
Confía is a project for the improvement of the management of vulnerable customers, developed jointly with Málaga City Council, the University of Málaga and a number of collaborators to improve the exchange of information between the public administrations involved, social services and the energy companies.
City Analytics is the name of our big data analysis tool to support the territorial and urban planning departments, as well as the areas responsible for tourism, mobility and public safety. This tool enables services to be organised according to actual demand. The data collected is stored in the cloud and processed, making it possible to create statistical and forecasting models to improve the decision-making process as regards mobility and security during events and demonstrations, or during periods of great tourist traffic.
City Analytics - Mobility Map is a new functionality of City Analytics that is offered so that all those involved in emergency phenomena can know the flow of displacements. This project was designed for Public Administrations, Civil Protection and State Security Bodies, and is part of the commitment of Endesa X to the Smart City model.