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Customer Experience and Contact Centers

Luxury Travel Agency

100% Call Monitoring results in increased Service quality

Real Estate Firm

100% Call Monitoring results in increased Service quality

Hospital Group

Service improvement through AI system to manage customer satisfaction surveys

Sales

Chemicals Company

Automated sales leads responses increases lead conversion by 400% and reduces by 80% unattended leads

Industrial Client

Sales lead classification achieves 40% increase in team bandwidth, empowering sales executives.

Market Research And Images

Luxury Travel Agency

100% Call Monitoring results in increased Service quality

Real Estate Firm

100% Call Monitoring results in increased Service quality

Hospital Group

Service improvement through AI system to manage customer satisfaction surveys

Social Media Monitoring

Public Relations

100% monitoring of social media with synthesis, specialized analytics, and segmented recommendations

Documentation

Legal Company

Extracting key information and creating analytical repositories for>3M of documents, resulting in a 3000% process time reduction

Case Studies

A selection of our crafted work, built from
scratch by our talented team

Contact Center Monitoring

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Sales Leads Conversion

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Insights first Market research

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Social Media Monitoring

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Documentation
 

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Increased NPS (Net Promoter Score) by monitoring 100% of contact center interactions for travel agency

KPI

Increase in NPS

Increased Sales

Reduced supervision cost

Problem

  • Manual monitoring of less than 3% of interactions
  • WhatsApp was seldom reviewed
  • The agents rated their performance to increase their  compensation

Solution

  • 100% of phone and WhatsApp interactions monitored through AI, with results available 15 seconds after the call is uploaded.
  • Interactive dashboard allows monitoring each agent performance (per call, daily, weekly and monthly)
Tools used: LLM models, STT (optimized), Langchain, Audio processing tools

Impact

  • Decreased complaints and improved customer experience
  • Increase in “First call resolution
  • Solution developed from the Customer  Journey perspective
  • Accurate evaluations of each agent

Improvement in sales lead conversion for industrial products company

KPI

Decrease in not followed-up sales leads

Conversion Boost

Problem

  • Over 5,000 cold leads per year with a conversion rate of less than 3%
  • Objective to double sales lead conversion and improve the customer service process

Solution

  • Technological solution analyzes leads and automatically generates personalized response
  • Automated sales responses verify inventory and price and creates quote and payment link.
Tools used: LLM models, Structured databases, analytical models,RPAs

Impact

  • Automated sales leads responses within minutes increases sales conversion
  • Visibility into the sales lead pipeline

Insights First - Reduction of market research times

KPI

Reduced analysis time

Increased insights and recommendations

Problem

  • Customer wants to understand product positioning through blind product testing with consumers
  • Manual process to tabulate each result and gain insights

Solution

  • Direct AI analysis of each consumer’s
    open responses
  • Interactive dashboard to visualize insights and filter multiple variables for further analysis
Tools used: LLM models, Structured databases, analytical models,RPAs

Impact

  • Reduced analysis time from to weeks to days
  • Detailed results including multiple correlation analyses
  • Specific recommendations on products and improvement areas by department 
    (e.g. sales, marketing, development, etc.)

Optimia

Optimia develops Artificial Intelligence and Data Engineering
 solutions to enhance your business

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