“I used to be on top of everything, watching what the staff were doing: why they weren't answering, why they were arguing. Now, with the AI, that weight is off my shoulders.”
Harlenson had already tried other AI tools. The last one promised to save him a lot of time and money and to automate his support, but once he bought the one-year license he was left alone to build the flows, with no time or free staff to do it. Zelty AI was the third tool he tried, and he came in with doubts, afraid of going through the same thing again.
Meanwhile, the operation needed four to five people to handle the company's WhatsApp. Even so, answering a chat took 10 to 15 minutes, quality varied from one person to the next, and the owner had to supervise the team constantly.
An assistant connected to the operation, with a team behind it
Mega Internet deployed the Zelty AI assistant on its WhatsApp, connected to Wisphub, SmartOLT and the Wompi payment gateway. The assistant covers three fronts:
Sales
- Attends prospects.
- Offers plans based on each customer's needs.
- Checks coverage instantly.
Billing
- Handles payment and billing questions.
- Sends payment notifications.
Technical support
- Automatically diagnoses the customer's ONU.
- Only opens a ticket when a technician needs to visit the subscriber's home.
The main difference from his previous experience was the support throughout implementation and adoption. The project started on June 17, 2026 and the assistant went live on July 29, after a month of testing in July. At Zelty AI we have pre-built AI agents covering more than 30 common ISP support and sales flows. Starting from that base, our team worked from day one to adapt the flows to Mega Internet's operational needs. In addition, every 30 days we hold a joint review with the client to assess progress, find room for improvement and fit the assistant to the real needs of its operation.
“It's the third system I've tried and, so far, I think it's the one that has everything, the most complete.”
Key results
| Metric | Before Zelty AI | Today |
|---|---|---|
| Reply time per chat | 10–15 minutes | Under 1 minute |
| People answering chats | 4–5 | 3 |
| Conversations handled (August to October 2026) | — | 3,618 |
| Resolved by AI, with no human involvement (August to October 2026) | — | 1,386 (38.3%) |
| Resolved by AI in October | — | 496 of 1,107 (44.8%) |
Reply times and team size: client estimates. The monthly breakdown is in the appendix.
Time freed up and a business transformed
Between August and October, the assistant resolved 1,386 conversations on its own, and the rest went to the human team. One of the people who used to answer chats now does field prospecting, visiting more areas and handing out flyers, and also covers the Sunday shift: support time turned into commercial growth.
“It has met the expectations we set from the start. You can see the change.”
Payments drive the most volume.
That's why validating payment receipts is the priority for Phase 2.
Hands-on support makes the difference.
An owner with no time or free staff can't build the flows alone: Zelty AI built them with him and reviews them every month.
Freed-up time gets reassigned.
Automated service made it possible to move one person from chat to customer acquisition.
“If you do the math, it's not an extra expense: it's an investment that pays back, and it saves staff.”
What's next: Phase 2
Advanced diagnostics with TR-069
On a test ONU: change the Wi-Fi network name and password, check connected devices, detect last-gasp (dying gasp) events and review the event history, to avoid unnecessary tickets and visits.
Payment receipt validation
Automate Bre-B receipts sent by email and the payment record. Nequi and Bancolombia are reviewed manually today, and how to cover them will be assessed.
Second WhatsApp number
Add the company's busiest number, with the same assistant and the same systems, at the end of 2026 or early 2027.
“Don't hesitate. It's very affordable. With you, support is instant, same day: any issue, you're right there. And the good thing is it keeps updating, we see more features and more help all the time. Start now so you save time.”
Appendix: monthly activity on the platform
| Conversations | August | September | October | Total Aug–Oct |
|---|---|---|---|---|
| Total | 728 | 1,783 | 1,107 | 3,618 |
| Resolved by AI | 246 (33.8%) | 644 (36.1%) | 496 (44.8%) | 1,386 (38.3%) |
| Managed by AI | 63 (8.7%) | 36 (2%) | 15 (1.4%) | 114 (3.2%) |
| Transferred to a human agent | 267 (36.7%) | 676 (37.9%) | 596 (53.8%) | 1,539 (42.5%) |
| Human only | 152 | 427 | 0 | 579 (16.0%) |
Only conversations where the subscriber replied are counted. Meta campaign messages and payment notifications the subscriber doesn't reply to don't create a conversation and aren't included. July was the testing and go-live month, so it isn't included. Totals and their percentages are calculated from the three monthly dashboards.