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Success story.

24/7 Omnichannel Virtual Assistant for AFP Affiliates

The AFP member service registered peak calls in March and August (contribution and settlement periods), with average waiting times of 12 minutes and low satisfaction.

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We take on any challenge

At Zenta there are no obstacles we cannot overcome.

  • Challenge

    Implement a smart channel that handles balance inquiries, projections, and transactions (fund changes, bonuses, withdrawals) via web, WhatsApp, and mobile application, without the need for agents during extended hours.

  • Solution

    We deployed an omnichannel chatbot based on Dialogflow CX and Vertex AI, integrated with the pension fund administrator's CRM. The bot responds in natural language, manages workflows in Cloud Functions for fund change requests, and generates tickets in Jira for complex cases. All dialogues are stored in BigQuery to improve models and guide retention campaigns.

Results from our management

  • Automatic resolution of 65% of queries in <15 seconds.

  • 40% decrease in incoming call volume.

  • Affiliate satisfaction +30% (post-chat CSAT).