“We're very happy with the system. It works as we agreed, and in chaotic moments it's been a huge help.”
Mecatronics faced a much higher support load than expected, with manual processes and staff limits that made it hard to answer customers at critical moments and outside business hours.
Underestimating the real volume of support requests: they thought they handled 20 conversations a day (600 a month), but it was almost 4,000.
Manual processes in technical support, billing and payment communications.
High load peaks during incidents or mass outages with few staff on shift.
A need for an immediate, automated response outside business hours.
“When we looked at the stats and saw it wasn't 20 a day but almost 4,000 conversations a month, we couldn't believe it. The AI let us see the true volume of work and get better organized.”
3 Zelty AI Digital Employees
Together they automate 28+ flows for inquiries, account management, FTTH technical support and sales, integrated with Wispro, SmartOLT and the ComboPay payment gateway. It was all done in a record 4 weeks with one of our Advanced Deployment Engineers; after that, the agents went live on WhatsApp as part of an omnichannel system.
Digital Sales Agent
- Checks coverage, plans and prices.
- Handles sign-up and technology change requests.
- Escalates tickets to the sales team.
Digital Billing Agent
- Reports balances and pending invoices.
- Sends payment links and processes receipts as PDF or image.
- Reactivates the service automatically after validating the payment.
- Handles account transfers, moves and cancellations.
Digital Technical Agent
- Diagnoses faults and checks the equipment's status in SmartOLT (online, power fail, LOS, offline).
- Restarts or syncs the ONU when needed.
- Automatically escalates persistent faults to the technical team.
“The Wispro and SmartOLT integration has been a big help: if a customer has no signal, the AI detects it and passes it to the technician; if it's just intermittent, it refreshes the equipment and leaves it working.”
Business impact
| Indicator | Value |
|---|---|
| Total conversations | 3,840 |
| Handled by AI | 2,363 (61.5 %) |
| Resolved 100% by AI (no human) | 466 (12.1 %) |
| Transferred to a human agent | 1,011 (26.3 %) |
| Monthly LLM cost (GPT-4.1-mini) | USD 100 |
| Average response | < 1 minute |
| Implementation | 4 weeks |
24/7 support
The AI responds immediately even during power cuts or mass outages, avoiding support congestion.
Real productivity
The team now knows the exact volume of work and can prioritize critical tasks.
Technical automation
Automatic restarts, diagnostics and closures cut manual tickets by more than 60%.
Customers informed instantly
Automatic responses reduce frustration during general outages.
Discovering the real volume of conversations was the first step to improving operations management.
Integrating Wispro and SmartOLT with Zelty AI makes it possible to identify real faults and fix intermittent issues automatically.
Training the team on the Omnichannel System was key: now 100% of support is centralized and audited from a single platform.
Automating doesn't replace, it amplifies: the AI handles the routine and frees technicians to solve critical cases.
With the WhatsApp outbound campaigns module they can contact their customers regularly about payment dates, promotions, mass outages and more.