Companies in sectors like banking, retail, and insurance are using artificial intelligence and digital channels to transform their customer service—achieving improvements of up to 40% in NPS, 53% more interactions per hour, and 67% fewer complaints. According to Accenture, organizations that apply generative AI in customer-related initiatives can increase their revenue by up to 25%.
Leading companies are leveraging these technologies to resolve issues faster, personalize every interaction, and build stronger relationships with their customers.
A national bank implemented a tech architecture built on operational flow automation (RPA), conversational bots powered by generative AI, and automated speech-to-text analysis (Speech & Text Analytics). The key was combining channels like intelligent IVR, WhatsApp, mobile app, and traditional phone lines into an omnichannel strategy with automated prioritization rules to route customers to the most effective channel.
Key actions:
RPA flows applied to repetitive tasks (identity validation, transaction summaries, etc.).
Bots trained with natural language specific to critical service lines.
Conversational analytics tools with over 90% accuracy used to monitor real-time performance.
Benefits achieved:
+16% in NPS
+15% in first contact resolution
-30% in average handling time (AHT)
300K+ monthly interactions managed
A beauty brand redesigned its service model by integrating digital channels like WhatsApp, Instagram, Facebook, and TikTok—all managed through a single omnichannel console. The strategy focused on automating initial interactions with bots and escalating to human agents only for complex cases, prioritizing speed and empathy in resolution.
Key actions:
Automated WhatsApp flows to handle FAQs, order tracking, and returns.
Pre-approved replies configured for social media and a tagging system by interaction type.
KPIs such as CSAT, resolution time, and interactions per agent/hour were tracked.
Benefits achieved:
90% of complaints resolved at first contact via WhatsApp
+15% in global NPS
99% customer satisfaction (CSAT)
-30% in wait times
+53% interactions per hour per agent
A leading insurer transformed its claims service using geolocation dashboards integrated into WhatsApp and an AI-powered IVR capable of identifying cross-selling opportunities. The strategy aimed to speed up client localization and automate real-time product recommendations.
Implementation:
Real-time location links sent via WhatsApp to minimize response times.
Predictive analytics solution suggested complementary products based on user profiles.
IVR programmed to automatically segment customers with high cancellation risk and offer preventative options.
Benefits achieved:
95.54% first-attempt geolocation accuracy
407 seconds average call duration
-67% complaints to contact center
-19% cost per interaction
+14% customer satisfaction (CSAT)
+40% cross-sell sales
-50% policy cancellations
Inquiries resolved every 30 seconds
+20% operational efficiency
When these strategies are structurally combined, the benefits scale rapidly. Here are some of the average results from organizations applying AI to their customer service operations:
+40% in NPS through omnichannel and geolocation strategies
-22% in AHT thanks to bots and automation
+53% in interactions per hour through efficient use of digital channels
-67% in complaints due to poor service resolution
+85% first-contact resolution in critical processes like claims
Organizations that delay AI integration face risks such as:
Frustrated customers due to slow or generic responses
High costs from manual operations
Staff turnover due to repetitive tasks
Lack of insight from missing conversational analytics
Loss of competitiveness against tech-enabled companies
AI and digital channels are already part of the competitive standard. It’s not just about optimization—it's about transforming how a brand connects with its customers. Adopting these technologies means creating faster, more human, and more effective experiences, even at scale.
The market is already rewarding those who act—with stronger loyalty, higher revenues, and lower operational churn.