A satisfied customer attracts 2 more, but a dissatisfied customer can cost you up to 8.

We all know that customer service makes a difference, and thanks to generative artificial intelligence, we can enhance it within companies to achieve extraordinary results. Today, we’ll share how, in just 6 weeks, we radically transformed the customer service of a construction company with an AI solution.

Imagine this scenario: thousands of customer requests arriving each month, an overwhelmed customer service team trying to classify and respond to each request on time. It doesn’t take much imagination—this is the reality for most medium and large companies, and it was the case for this construction company that decided to turn the situation around and make customer service a competitive advantage.

With more than 25,000 monthly cases, the manual classification and response process had become unsustainable. Response times were growing longer, and customer satisfaction was at risk.

At that moment, our partner Microsoft presented us with this challenge. Another solution provider had already tried to implement generative artificial intelligence for the construction company, but this use case isn't for just anyone, and their implementation failed.

However, we were completely confident that we had the experience, capabilities, and vision to succeed.

Our solution:

A generative AI copilot directly integrated into their Dynamic 365 CRM system. But attention—this wasn’t a chatbot, as generative AI is much more than that. It was an intelligent assistant designed for four main functions:

• Automatically classifying requests
• Suggesting responses based on predefined templates
• Verifying consistency between the question and the response
• Ensuring correct spelling, tone, and brand personality

With an intuitive interface integrated into their CRM, agents now have a powerful ally. The AI analyzes each case, suggests responses, and, thanks to sentiment analysis, refines these responses in seconds.

The result? A remarkable transformation:

• 7-minute reduction in average handling time per case
• Over 2,900 hours saved per month by the customer service team
• Faster, more consistent responses
• Increased customer and employee satisfaction

Today, excellence in customer service is the minimum people expect, and AI is no longer just an option—if you want to meet expectations and stay ahead of the competition, AI is a necessity. At Igerencia, we don’t just implement technology; we create solutions that transform and enhance businesses.

Are you ready to scale and improve your customer service with AI? If you want to learn more about how we can help your company implement solutions to improve processes and boost results, write to us or schedule a meeting with us.