Kustomer deployed Concierge and Envoy for Aplazo, Mexico's Buy Now, Pay Later app with 300,000+ downloads a month, according to a Kustomer LinkedIn post. Concierge answers general questions 24/7 on WhatsApp and in-app chat, in Mexican Spanish. A live agent is one tap away. These two channels carry 95% of general-information inquiries.
Envoy works alongside human agents on harder cases. It suggests answers in real time, walks agents through financial workflows and uses the same knowledge base as Concierge. When a chat moves to a person, the agent sees the full history.
After four months, Kustomer reports a 40%+ CSAT improvement on general-information inquiries. Automation's share of total inquiries rose 36%. Human specialists now focus on sensitive financial cases and retention.
Source: linkedin.com