“With Abby we automated critical administrative tasks and provide support even after hours. We reduced the team's workload, centralized payments in a single account and resolve simple cases instantly. ABBY now closes chats on her own and we no longer have to read every ticket by hand; for our team it's a huge relief.”
Facing growing demand and expectations of instant service, Mobi needed to transform its operation to respond with agility, optimize its team's work and turn the support channel into a growth opportunity.
Overflowing demand
A small team (6 agents) facing 10,000 – 12,000 monthly conversations on WhatsApp.
Always-on service
A need to scale 24/7 service without adding headcount.
Goal
Reduce wait times and free agents for complex incidents.
Additional goal
Win upsells and new sign-ups without growing the team.
The solution with ABBY
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.).
| Category | Key flows |
|---|---|
| Identification | Recognize the customer by ID, DNI or CUIT |
| Billing | Check balance, download the invoice as PDF, payment methods |
| Payment receipts | Processes receipts and automatically creates payment promises in ISP Cube to activate the service |
| Payments | Request, update or cancel direct debit; QR code for payments |
| Technical support | Report an outage, check the ONU (signal loss, disconnected fiber, power failure, no IP), receive videos and images for self-diagnosis and guide the checks before creating the technical ticket |
| Sales | Rural/urban customer sign-up: plans, installation costs, a ticket with all the details and handoff to a sales executive |
Results (average over the last 6 months)
| Metric | Value | Notes |
|---|---|---|
| LLM costs | $250 | −37% compared with the first 3 months |
| Monthly conversations | 10,212 | They handle more conversations without hiring more people |
| Resolved and handled by AI | 54% | More than half of all conversations |
| Transferred to a human agent | 44% | The AI agent transfers it |
Over the last five 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$6,000
- Monthly average of new recurring revenue.
- US$900
- Average ROI: almost doubles every dollar invested.
- 165%
Start with billing and payments
It speeds up adoption: ~60% of all inquiries are financial.
Monthly iterations
Changes like switching to GPT-4.1-mini cut costs by 47% without sacrificing accuracy.
Automatic upsells
They turn the support channel into a revenue generator.
SmartOLT integration for network support
“ABBY queries the SmartOLT API to know whether the customer's ONU is online, power fail, lost or offline; it can restart the port, measure power and, if it detects several ONUs with the same error on a PON, escalate it as a mass outage. That way we avoid unnecessary trips and resolve faster,” explains Fabián del Río, IT Director at Mobi and AP Inter.
“If you're an ISP looking to take a leap in efficiency, try Abby. It let us automate key processes, improve the customer experience and grow without expanding the team. It's a tool that makes a difference.”