“Implementing Zelty AI's Digital Employees took a huge administrative load off us. We used to do everything by hand: identify the customer, send them the payment details, validate receipts. Now the customer identifies with their ID and gets everything automatically. It freed up a lot of work and let us centralize payments in a single channel.”
The company faces the challenge of managing high customer volumes, manual processes and limited support that hurt efficiency and the user experience.
14,500 customers managed with a small team of 6 agents.
Manual processes in billing, receipt validation and sharing payment details.
No automated support outside business hours (weekends and nights).
A need to cut technical resolution times and improve the customer experience.
3 Zelty AI Digital Employees
A WhatsApp AI assistant that automates 18+ flows for inquiries, account management, technical support and sales, integrated with ISP Cube, SmartOLT and local payment gateways (SIRO Roela, Mercado Pago, etc.).
| 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 | Initial fault diagnosis. ONU/router status check via SmartOLT (online, power fail, LOS, offline). Restarts, syncs and automatic escalation to technical support | Technical support |
AI results
- Handled by AI
- 67%
- Resolved by AI
- 36%
- Managed by AI
- 31%
- Transferred
- 33%
- Average conversations
- 7,000
- Average LLM cost
- US$123
Our technical AI agent can check the ONU's status through the OLT's API and, if it detects a problem such as “LOS” or a disconnection, it restarts the modem automatically, with no human intervention. A process that used to need a technical agent.
Immediate administrative relief
The AI replaced manual processes that took up a large share of the agents' time.
24/7 availability
Even after hours, customers get a diagnosis and confirmation of their technical tickets.
Centralized payments
The Digital Billing Agent channels payments into a single account, reducing errors and scattering.
Scalability
With only 6 agents, AP Inter can handle more volume without adding headcount.