“With Zelty AI's three Digital Employees we passed 250,000 conversations handled by AI over the last 24 months, I saved three administrative hires and we more than doubled productivity: we went from 250 to 600 customers per employee.”
Before implementing the artificial intelligence assistant, AirFibra faced several operational challenges.
8,000 – 9,500 monthly conversations (WhatsApp) with no 24/7 support.
Resolution times of 7 – 8 days and a backlog after weekends.
A need to win new sign-ups and upsells without growing the team.
3 Zelty AI Digital Employees
| Digital agent | Key functions | Escalates to |
|---|---|---|
| Sales Agent | Promotions, coverage, consultative selling, customer sign-ups | Sales |
| Billing Agent | Balances, payment links, invoice downloads, Wi-Fi changes, moves | Billing |
| Technical Agent | ONU diagnostics, restart/sync, mass outage detection | Technical support |
Omnichannel (WhatsApp, WebChat, Facebook Messenger, Instagram) integrated with Wispro and SmartOLT.
Phase 1 · 2 months
In just 2 months, we rolled out 14 production flows that let Air Fibra offer 24/7 support and scale its response capacity without hiring more staff.
Phase 2 · 2 months
In the second phase, which also took 2 months, we added 16 new support flows and improved the existing ones, significantly increasing the conversations automated without human intervention.
Results in the first phase
| KPI | Before | After | Notes |
|---|---|---|---|
| LLM cost | — | $255 | Model used by the agents |
| Tickets resolved by AI/month | 1,512 | 8,590 | +468% (×5.7) |
| Conversations handled by AI alone | — | 6,142 | 70% of the total |
| Resolution | 7 – 8 days | 1 – 3 days | 3 – 8× faster |
| Customer wait | 10 h 28 min | ≈ 2 h | −81% |
Results (average over the last 6 months)
| Metric | Value | Notes |
|---|---|---|
| LLM costs | $225 | −30% in the last month |
| Monthly conversations | 8,700 | +468% (×5.7) |
| Resolved and handled by AI | 68% | Sustained trend |
| Transferred to a human agent | 32% | The AI agent transfers it |
Over the last 6 months they proved that automation can be a source of recurring revenue, not just savings.
- In additional revenue generated (new customers, upgrades and technology changes).
- US$11,500
- Monthly average of new recurring revenue.
- US$1,900
- Average ROI: every dollar invested in AI returns almost 3.
- 275%
- Very satisfied with the assistant's service.
- 87.5%
- Said Zelty solved their question or issue.
- 78.6%
- Would recommend Air Fibra's service.
- 88.8%
Implementing Zelty not only delivered outstanding results, it also gave us a clear roadmap for future optimizations and a deep understanding of the key factors for AI success in customer service.
Prioritizing key flows
Focusing on high-volume flows such as billing and Level 1 and 2 support was crucial to speed up the return on investment (ROI) and make a quick impact.
Deep integrations
Native, deep integrations with systems like Wispro proved essential to multiply the assistant's automation capacity.
Continuous improvement through feedback
Post-interaction surveys are vital for constantly improving the AI's dialogues.