Caja Los Andes and Innovation in Customer Service

Problem:

Caja Los Andes faced a significant challenge due to the high demand in its call center, particularly for inquiries about medical licenses. The limited availability of executives to handle these calls resulted in long wait times and a suboptimal user experience.

Kranio Solution:

To address this problem, Kranio implemented an advanced technological solution, migrating the existing chatbot from Dialogflow ES to Dialogflow CX, a more scalable resource. In addition, a voice bot integrated with Twilio was developed, allowing general inquiries about medical licenses to be answered efficiently and automatically. This solution was not only implemented in the call center but was also extended to WhatsApp, expanding the communication channels available to users.

Results:

The implementation of the voice bot and the migration to Dialogflow CX resulted in a significant decrease in the number of calls that required human interaction, allowing call center staff to focus on more complex queries and offer a more personalized service. In addition, user satisfaction improved significantly by reducing waiting times and facilitating access to information quickly and efficiently.

María Eugenia González, Project Manager & Scrum Master at Caja Los Andes, highlighted the experience of collaborating with Kranio: “It was a truly enriching experience; the cell that was working with me on the project consisted of a team that was not only diverse, but also extremely professional and prepared, from which I had the opportunity to learn a lot. In addition, the project came to fruition, obtaining the results expected by the business and there was always a great willingness on the part of the cell to help us find solutions and alternatives to the various problems that we faced during the process.”