Movistar

Movistar reduces Customer Service costs in digital channels by +30% using AgentBot

The telecommunications industry has been static and unchanging for years. But today, people’s contact with these companies has shifted to a more interactive and instant communication through numerous channels. Read the story of a company that has transformed this obstacle into an advantage.

“There’s a new profile of customers that demand new products and services, as well as better ways to interact with us”, explains Mauricio González Castelazo Kleimann, Assistant Director of Customer Service..

Movistar joined Aivo and acquired AgentBot in 2014. The main goal was to deliver a customer experience where people could solve their issues without needing to talk to a human agent and go through long waits and endless options.

“There was a great variety of companies that offer bots, but only in Aivo we found a partner that had had real successful experiences in other countries.”

María José Mañón Talamantes
Innovation & Strategy Manager at Movistar México

And see how they did it

Personality

The Movistar Customer Service team knew they wanted to recreate a certain personality, that of the person your mother goes to when she needs help on a smartphone related issue.  And thus, Nikko was born. Nikko is a geek interested in digital solutions, expert in Movistar products and services. The avatar suddenly brought identity to the chatbot, with human-like empathy, that would make room for more trust and deeper engagement.

Experience & Results

As a result, Movistar reduced their Customer Service costs by more than 30%, increased self-service KPIs and gained customers in digital support working towards a fully omnichannel experience.
In addition, the ROI grew rapidly. Currently, they have a customer retention of more than 80%. Thanks to Nikko’s quick positive impact, the customer care team was able to focus on new challenges and improve service quality.

Mario Castellanos González, Innovation and Strategy Expert, concludes: “the evolution of the virtual assistant has occurred very naturally, because it is easy to use, intuitive and it’s simple to understand what is happening and what the clients need.”

In 2017, González’s team started using another product from the aivo family: Live, an omnichannel human chat experience assisted by Artificial Intelligence. Live allows agents to talk to customers and have real time or asynchronous conversations.

+2.5M

Conversations

80%

Retention

1:20′

Average support time

Experience & Results

As a result, Movistar reduced their Customer Service costs by more than 30%, increased self-service KPIs and gained customers in digital support working towards a fully omnichannel experience.

In addition, the ROI grew rapidly. Currently, they have a customer retention of more than 80%. Thanks to Nikko’s quick positive impact, the customer care team was able to focus on new challenges and improve service quality.

Mario Castellanos González, Innovation and Strategy Expert, concludes: “the evolution of the virtual assistant has occurred very naturally, because it is easy to use, intuitive and it’s simple to understand what is happening and what the clients need.”

In 2017, González’s team started using another product from the aivo family: Live, an omnichannel human chat experience assisted by Artificial Intelligence. Live allows agents to talk to customers and have real time or asynchronous conversations.

+2.5M

Conversations

80%

Retention

1:20′

Average support time

And see how they did it

Start making your customers happy

Start making your customers happy