Customer support · Production

Kustomer AI helps APLAZO scale customer support with 40% CSAT increase and 36% more automation

The problem

APLAZO's hypergrowth tripled support volume, pushing the team beyond capacity and exposing operational gaps that adding headcount alone could not solve, while still requiring them to preserve the empathy and accuracy that defined their service.

Workflow diagram · grounded in source
1
Customer contacts via WhatsApp or in-app chat
trigger
“APLAZO's primary conversational channels:WhatsApp and the newly integrated in‑app chat, which together account for 95% of general info inquiries”
2
AI agents handle routine inquiries 24/7
ai_action
“APLAZO configured Kustomer AI to deliver instant, natural, and friendly responses in Mexican Spanish. Specialized Kustomer AI Agents were deployed to act as an intelligent shield, answering routine informational questions 24/7”
3
One-tap escalation to live agent
routing
“offering a seamless, one‑tap path to a live agent when needed”
4
Full context passed on handoff
integration
“when a conversation transfers from an AI bot to a human, the agent receives the full context of the interaction, eliminating frustrating repetition and making every handoff smooth and intelligent”
5
AI for Reps augments agents in real time
ai_action
“Kustomer AI for Reps supercharged APLAZO's agents. This layer augments human reps with real‑time suggested answers, guides them through complex financial workflows”
6
Human agents handle complex cases
human_review
“human specialists to dedicate their time to more sensitive financial cases, complex issue resolution, and critical customer retention efforts”
Reported outcome

APLAZO achieved a 40% increase in CSAT for general-information inquiries within four months and a 36% increase in automation's share of total inquiries, while enabling human agents to focus on sensitive and complex financial cases.

Reported metrics
CSAT for general-information inquiries40%
Automation share of total inquiries36%
Response times for frequently asked questionsnotably faster and consistently accurate
general info inquiries via WhatsApp and in-app chat95%
Reported stack
Kustomer AIKustomer AI for CustomersKustomer AI for RepsWhatsApp
Source
https://www.kustomer.com/customers/aplazo
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

APLAZO achieved a 40% increase in CSAT for general-information inquiries within four months and a 36% increase in automation's share of total inquiries, while enabling human agents to focus on sensitive and complex fi…

What tools did this team use?

Kustomer AI, Kustomer AI for Customers, Kustomer AI for Reps, WhatsApp.

What results were reported?

CSAT for general-information inquiries: 40%; Automation share of total inquiries: 36%; Response times for frequently asked questions: notably faster and consistently accurate; general info inquiries via WhatsApp and in-app chat: 95% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer contacts via WhatsApp or in-app chat → AI agents handle routine inquiries 24/7 → One-tap escalation to live agent → Full context passed on handoff → AI for Reps augments agents in real time → Human agents handle complex cases.

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