Efficient automatic service for broadband customers.
Hz Telecom implemented a virtual assistant focused on automated service, with escalation to human in critical cases.
Summary: Improvement in customer service efficiency, with quick responses to common questions and human support when needed, promoting satisfaction and agility.
A feature connected to the customer's real routine.
Hz Telecom offers broadband internet, TV, and landline plans in Sete Lagoas, MG, serving residences and businesses with telecommunications services. Automate customer service for common questions, maintaining quality and efficiency, and ensure transition to human assistance in cases requiring analysis or dissatisfaction.
The virtual assistant automatically responds to common questions and customer inquiries with a professional and direct tone. When the customer requests human assistance, shows dissatisfaction, asks for a special negotiation, or makes questions that require internal analysis, the system escalates to a human agent. The assistant also sends email notifications and interaction summaries for follow-up.
The project transforms conversation into an operational process.
The case shows the objective, module used, and experience created on WhatsApp, without relying on internal metrics.
Quick and efficient handling of customer questions about plans and services, without overloading the human team, and ensuring human assistance in cases requiring greater attention. Implementation of the virtual assistant with automatic service features and clear rules for transfer to human assistance in critical situations, as well as notifications to the internal team.
How it works for the customer.
The page translates the usage flow into a clear public narrative, without the feel of an internal manual.
Next steps of the setup.
Importance of clear rules for human escalation
The value of a professional tone to improve customer experience.
Benefit of notifications for internal monitoring
Evaluate the possibility of integrating the assistant with internal systems to expand analysis and negotiation capacity, as well as to expand the knowledge base for new services.
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