The AI Behind Airfibra’s Success: Transformation and Results

Airfibra, an internet service provider in the Argentine cities of Necochea, Quequén, Lobería, and La Dulce, faced a growing challenge: efficiently managing customer service for over 30,000 clients. With a support team of 16 agents handling a monthly flow of 6,000 conversations, delays in response and resolution times were negatively impacting the customer experience. To overcome these limitations, Airfibra partnered with SunDevs to implement a conversational AI assistant designed to optimize operations and transform customer support.

Airfibra's customer service operations were under pressure to handle an increasing number of interactions efficiently: Delays caused by manual query assignments led to customer dissatisfaction, jeopardizing their competitive edge. They sought an innovative system with advanced features like voice messaging, file sharing, and screenshots to enhance communication. The challenge was to improve response times and ensure no customer inquiry went unattended while maintaining exceptional service quality.

To address Airfibra’s challenges, Lucy —a conversational AI platform— was implemented to optimize customer support operations. The project was developed collaboratively between Airfibra’s team and Lucy’s experts, tailoring the solution to meet the company’s specific needs.

The implementation strategy was executed in two key phases:

‍

Phase 1: Initial Automation of Key Workflows

Duration: 2 months.
Lucy automated 14 support workflows across fundamental categories, enabling autonomous management of critical tasks:

• Inquiries: Providing product and service information, real-time billing updates, generating payment links for overdue invoices, and automatically recognizing customers by phone number or ID.
• Management: Wi-Fi password resets, payment receipt validation, service transfers and cancellations, support case creation in Wispro, and automated post-interaction surveys

‍

Phase 2: Expansion into Complex Processes

Duration: 2 weeks.
Lucy expanded to automate more sophisticated tasks, such as:

• Sales: New customer registration, coverage verification, enrollment in Wispro, and ticket creation for installations.
• Improvements: Plan changes, PDF invoice downloads, and QR code generation for the mobile app.

‍

Additionally, Lucy integrated advanced features, including voice messages, multimedia files, and screenshots, offering a more intuitive and practical experience for both customers and agents. Throughout the process, continuous feedback and adjustments ensured the platform evolved with Airfibra’s changing needs.

‍

This approach not only ensured efficient implementation but also established Lucy as a strategic asset, significantly improving operations and customer experiences.

‍