Caja Los Andes
Caja Los Andes and its structured approach to improving customer service
Explore how Kranio implemented a Google Dialogflow CX-based voice and WhatsApp bot to enhance customer service for Caja Los Andes.
Problem:
Caja Los Andes encountered operational strain due to elevated call volumes at its center, primarily concerning medical license inquiries. Limited executive availability created extended wait times and diminished service quality.
Kranio Solution:
Kranio addressed this by upgrading the chatbot infrastructure from Dialogflow ES to the more robust Dialogflow CX platform. Additionally, a voice bot integrated with Twilio was deployed to handle routine medical license queries autonomously. This solution was implemented across the call center and extended to WhatsApp, broadening user access points.
Results:
Post-implementation, the volume of calls requiring human agents decreased substantially, enabling staff to concentrate on complex issues and deliver tailored support. User satisfaction improved through reduced wait times and faster information retrieval.
MarĂa Eugenia González, Project Manager & Scrum Master at Caja Los Andes, emphasized the collaborative engagement with Kranio: “The team assigned to the project was not only diverse but demonstrated a high level of professionalism and expertise, providing valuable learning opportunities. The project met the business objectives effectively, and the team consistently showed a proactive approach in addressing challenges and identifying solutions throughout the process.”
MarĂa Eugenia González • Project Lead & Scrum Facilitator
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