Two examples of how Generative AI is transforming customer service in Chile
The role of this technology is increasing and optimizing the response given to consumers by attending to a greater number of queries, including through bots to help human operators.
Generative Artificial Intelligence (GAI) is causing a revolution at different levels. Specifically, its adoption in customer service management in large companies is modifying the results they have obtained when responding to increasingly demanding customers.
Hand in hand with Adereso AI, a company specializing in the application of this technology, some of the companies that are experiencing these results would be Chilquinta and Walmart, which register improvements in their customer service processes, effectively addressing the challenges they face in this area. And this is corroborated by the figures.
In the case of Chilquinta, an electric service provider, they faced at one point a considerable increase in the number of customer inquiries, reaching 40,000 inquiries in January 2022. Despite this increase, they managed to maintain a high level of compliance and addressed almost 100% of the tickets received, according to the company.
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And how was that possible? Thanks to the teamwork between Adereso and the implementation of Generative AI as a tool, and of course the great performance of Chilquinta’s 15 executives, who are fundamental to maintaining high standards of customer service. This synergy means that today they are managing a monthly average of 54,273 consultations – compared to the 40,000 that were attended monthly in 2022.
The implementation of automation and the use of chatbots have been essential to streamline approximately 70% of Chilquinta’s most critical services. The continuous optimization of the service has led to a significant improvement in response times and handling of cases, reflected in 99.95% of queries addressed with only 1 minute delay in the first response.
“Chilquinta has managed to maintain and improve its good numbers in customer service through teamwork, internal organization, the adoption of omnichannel strategies and the implementation of automations. If we look at it in figures and process optimization, to date, there is almost 100% of tickets addressed and only one minute delay in the first response. In addition, this has meant that compliance with those numbers today is at 98.50%”concludes Camilo López, CEO of Adereso.
On the other hand, Walmart Chile faces similar challenges, with an increase in the number of customer inquiries and the need to improve customer satisfaction and meet service standards. The implementation of chatbots on different communication platforms, together with the centralization of service channels, allowed the supermarket to effectively manage the large number of queries and improve response times of 313,000 per month at present, having a 99.95% approach.
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Another interesting milestone has to do with the continuous measurement of customer satisfaction, as the company achieved a significant increase in the number of enquiries handled, going from 8,500 to an average of 22,000 thanks to IAG.
“The varied tutorials they deliver make the experience of using the platform faster, easier and more autonomous, as well as the support I have received through the platform’s chat. Always very clear and fast. It is very easy to manage a ticket within the platform, and Adereso’s willingness to work on new developments that allow us to be more efficient,” says Odette Viveros, project manager of Walmart Chile.
In this way, this technology in the automation of processes and the improvement in response times has been a key factor in the operational success and customer loyalty of these companies.
“There are many managers who are looking to make a mix by reducing people but also keeping staff who can dedicate more time to the customer and thus improve the experience. With Chilquinta we managed to increase the Digital Contact Center from dozens of people to 6. How did we achieve this? Thanks to AI automation. On the other hand, we have cases such as Walmart that move more or less half a million tickets a month of communications that they receive every month. They have customer service that resolves 98% of all queries in less than 5 minutes,” concludes López de Adereso.