customer_support · finance · workflow
Kustomer AI helps APLAZO scale customer support with 40% CSAT increase and 36% more automation
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts via WhatsApp or in-app chat
Customers reach APLAZO through WhatsApp and in-app chat, which together account for 95% of general info inquiries.
Tools used
Kustomer AIKustomer AI for CustomersKustomer AI for RepsWhatsApp · partner
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.
Results
Time savednotably faster and consistently accurate
Volume40%
Grounding & classification
Source type: vendor customer story
29 fields verified against source quotes.
agent assistai agentconversational aisupport agentchat transcriptknowledge basehuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedfinancial servicesautomation ratecustomer satisfactionemployee productivityresponse time reductionvendor customer storycustomer supportautonomous resolutionescalation workflow