95% of support calls relied on phone. Now AI resolves most digitally, guiding each customer to the channel that fits them best.
A financial services company serving millions of consumers and businesses across Brazil, handling sensitive financial data for audiences ranging from individuals in financial distress to small entrepreneurs and large enterprises.
Customer contacts were overwhelmingly phone-based, with about 95 percent coming by phone and only 5 percent by email, making it hard to scale support...
“AI can help us accelerate not only productivity, but also humanization.”
Data analytics and credit information services for financial risk management.
AI-powered customer service and employee experience software platform.
Serasa Experian's Customer support is part of this use case:
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A team of 200 reps couldn't keep pace with 350K monthly WhatsApp inquiries. Now, AI agents instantly resolve routine loan updates.
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A team of 200 reps couldn't keep pace with 350K monthly WhatsApp inquiries. Now, AI agents instantly resolve routine loan updates.
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Fund launches needed 3-4 weeks of manual research each. Teams linked internal data, and strategic questions once skipped got asked.
39 categories left shoppers guessing; support swamped with routine calls. Agentforce now covers the catalog, the cart, and what comes after.
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95% of support calls relied on phone. Now AI resolves most digitally, guiding each customer to the channel that fits them best.
A financial services company serving millions of consumers and businesses across Brazil, handling sensitive financial data for audiences ranging from individuals in financial distress to small entrepreneurs and large enterprises.
Customer contacts were overwhelmingly phone-based, with about 95 percent coming by phone and only 5 percent by email, making it hard to scale support...
“AI can help us accelerate not only productivity, but also humanization.”
Data analytics and credit information services for financial risk management.
AI-powered customer service and employee experience software platform.
Serasa Experian's Customer support is part of this use case:
Related implementations across industries and use cases
A tax reform spike buried agents in 1,622 backlogged cases, each needing specialist input. Copilot put that knowledge in reach—backlog gone.
Agents drowned in ticket history and manual drafting as Yape scaled. Now Copilot summarizes, suggests, and writes—freeing them to connect.
A team of 200 reps couldn't keep pace with 350K monthly WhatsApp inquiries. Now, AI agents instantly resolve routine loan updates.
Weeks-long approvals for new help articles delayed support. Now, AI agents instantly answer urgent questions using pre-approved content.
A team of 200 reps couldn't keep pace with 350K monthly WhatsApp inquiries. Now, AI agents instantly resolve routine loan updates.
Quarterly compliance updates meant costly reshoots. Now scripts regenerate instantly — no cameras, no vendors, no delays.
Fund launches needed 3-4 weeks of manual research each. Teams linked internal data, and strategic questions once skipped got asked.
39 categories left shoppers guessing; support swamped with routine calls. Agentforce now covers the catalog, the cart, and what comes after.
New subscribers churned before anyone called—too costly to reach them all. An AI agent now calls every one; early cancellations halved.