70% of conversations managed without human agents and 5.7 times more tickets resolved in just 2 months with Zelty
70%
automation
1-2 Min
first response
87.5% NPS
satisfaction
Introduction
Air Fibra · ISP fijo · Necochea, Quequén, Lobería y La Dulce (Argentina)Tamaño: 23 000 suscriptores · 16 agentes de soporte (2 en ventas)
Previously with 250
Clients per Employee
250 Clients
Now with 600
Clients per Employee
Productivity 2.4x
600 Clients
From 250 to 600 Clients per employee:
This is how productivity changed in an ISP with Zelty AI.
THE CHALLENGE
Before implementing the artificial intelligence assistant, AirFibra faced several operational challenges.
8,000 – 9,500 monthly conversations (WhatsApp) without 24/7 support.
Resolution times of 7 – 8 days and backlog after weekends.
Need to capture new sign-ups and upsells without expanding the team.
THE SOLUTION
3 Digital Employees from Zelty AI
Digital Agent
Commercial Agent
Promotions, coverage, consultative selling, customer onboarding
⚡ Sales
Administrative Agent
Balances, payment links, invoice downloads, Wi-Fi changes, transfers
⚡ Administration
Technical Agent
ONU diagnostics, reboot/synchronization, detection of massive failures
⚡ Technical Support
Omnichannel (WhatsApp, WebChat, Facebook Messenger, Instagram) with integration to Wispro and SmartOLT.
Implementation details:
Phase 1:
"In just 2 months, we implemented 14 productive flows that allowed [company name] to provide 24/7 support and scale their response capacity without the need to hire more staff."
Phase 2:
"In the second phase, which also lasted 2 months, we added 16 new support flows and improved the existing ones, significantly increasing automated conversations without human intervention."
Results in the first phase
KPI
LLM Cost
Before
---
After
$255
Comments
Model used by agents
Tickets resolved by AI/month
Before
1.512
After
8.590
Comments
+468% (x5,7)
Conversations managed solely by AI
Before
---
After
6.142
Comments
70% of the total
Resolution
Before
7-8 Days
After
1-3 Days
Comments
3-8 times faster
Customer wait time
Before
10h 28min
After
= 2h
Comments
-81%
Results (Average over the last 6 months)
Metric
LLM Costs
$225
-30% reduction in the last month
Monthly Conversations
8,700
+468% (×5.7)
Resolved and Managed by AI
68%
Sustained Trend
Transferred to Human Agent
32%
The AI Agent transfers it
Effect on Staff
With the same team of agents, Air Fibra handles 2.4 × more conversations and manages 600 clients per employee.
Our Digital Employees from Zelty AI not only optimize operations but also grow the business.
Use of AI
AI resolves 100% (no ticket)
Conversations:
906
% of 8813 total:
10%
AI assumes resolved*
Conversations:
4480
% of 8813 total:
51%
AI creates complete ticket
Conversations:
756
% of 8813 total:
9%
*AI provides a relevant response and, after one or several interactions, the customer does not respond again; the issue is assumed to be resolved.
Dato clave: 7 de cada 10 conversaciones llegan a solución sin tocar al asesor de soporte, liberando al equipo para incidentes complejos.
Impact on Customer Satisfaction
To measure the impact, Airfibra conducted post-interaction surveys with the following results:
87.5%
Very Satisfied
From customers who received assistance from the support assistant.
78.6%
Issue Resolved
They stated that Zelty resolved their inquiry or issue.
88.8%
Recommendation
They would recommend Airfibra's service.
Lessons Learned
The implementation of Zelty not only yielded outstanding results but also provided us with a clear roadmap for future optimizations and a deep understanding of the key factors for AI success in customer service.
Prioritization of Key Flows
Focusing on high-volume flows such as billing and Level 1 and 2 support was crucial to accelerate the return on investment (ROI) and generate a quick impact.
Deep Integrations
Native and deep integrations with systems like Wispro proved essential for multiplying the assistant's automation capabilities.
Continuous Improvement through Feedback
Post-interaction surveys are vital for the ongoing improvement of AI dialogues.
Do you want your support to resolve 5× more cases without expanding the team?
Schedule a demo of Zelty
70% of conversations managed without human agents and 5.7 times more tickets resolved in just 2 months with Zelty
70%
automation
1-2 Min
first response
87.5% NPS
satisfaction
Introduction
Air Fibra · ISP fijo · Necochea, Quequén, Lobería y La Dulce (Argentina)Tamaño: 23 000 suscriptores · 16 agentes de soporte (2 en ventas)
From 250 to 600 Clients per employee:
This is how productivity changed in an ISP with Zelty AI.
Previously with 250
Clients per Employee
250 Clients
Now with 600
Clients per Employee
Productivity 2.4x
600 Clients
THE CHALLENGE
Before implementing the artificial intelligence assistant, AirFibra faced several operational challenges.
8,000 – 9,500 monthly conversations (WhatsApp) without 24/7 support.
Resolution times of 7 – 8 days and backlog after weekends.
Need to capture new sign-ups and upsells without expanding the team.
THE SOLUTION
3 Digital Employees from Zelty AI
Digital Agent
Key functions
Scale / destination
Commercial Agent
Promotions, coverage, consultative selling, customer onboarding
⚡ Sales
Administrative Agent
Balances, payment links, invoice downloads, Wi-Fi changes, relocations
⚡ Administration
Technical Agent
ONU diagnostics, reboot/synchronization, detection of massive failures
⚡ Technical support
Omnichannel (WhatsApp, WebChat, Facebook Messenger, Instagram) with integration to Wispro and SmartOLT.
Implementation details:
Phase 1:
"In just 2 months, we implemented 14 productive flows that allowed [company name] to provide 24/7 support and scale their response capacity without the need to hire more staff."
Phase 2:
"In the second phase, which also lasted 2 months, we added 16 new support flows and improved the existing ones, significantly increasing automated conversations without human intervention."
Results in the first phase
KPI
LLM Cost
Before
---
After
$255
Comments
Model used by agents
Tickets resolved by AI/month
Before
1.512
After
8,590
Comments
+468% (x5,7)
Conversations managed solely by AI
Before
---
After
6,142
Comments
70% of the total
Resolution
Before
7-8 Days
After
1-3 Days
Comments
3-8 times faster
Customer wait time
Before
10h 28min
After
= 2h
Comments
-81%
Results (Average over the last 6 months)
Metric
Value
Comment
LLM Costs
$225
-30% reduction in the last month
Monthly Conversations
8,700
+468% (×5.7)
Resolved and Managed by AI
68%
Sustained Trend
Transferred to Human Agent
32%
The AI Agent transfers it
Effect on Staff
With the same team of agents, Air Fibra handles 2.4 times more conversations and manages 600 clients per employee.
Our Digital Employees from Zelty AI not only optimize operations but also grow the business.
Uso de la IA
AI resolves 100% (no ticket)
Conversations:
906
% of 8813 total:
10%
AI assumes resolved*
Conversations:
4480
% of 8813 total:
51%
AI creates complete ticket
Conversations:
756
% of 8813 total:
9%
*AI provides a relevant response and, after one or several interactions, the customer does not respond again; the issue is assumed to be resolved.
Dato clave: 7 de cada 10 conversaciones llegan a solución sin tocar al asesor de soporte, liberando al equipo para incidentes complejos.
Impact on Customer Satisfaction
To measure the impact, Airfibra conducted post-interaction surveys with the following results:
87.5%
Very Satisfied
From customers who received assistance from the support assistant.
78.6%
Issue Resolved
They stated that Zelty resolved their inquiry or issue.
88.8%
Recommendation
They would recommend Airfibra's service.
Lessons Learned
The implementation of Zelty not only yielded outstanding results but also provided us with a clear roadmap for future optimizations and a deep understanding of the key factors for AI success in customer service.
Prioritization of Key Flows
Focusing on high-volume flows such as billing and Level 1 and 2 support was crucial to accelerate the return on investment (ROI) and generate a quick impact.
Deep Integrations
Native and deep integrations with systems like Wispro proved essential for multiplying the assistant's automation capabilities.
Continuous Improvement through Feedback
Post-interaction surveys are vital for the ongoing improvement of AI dialogues.
Do you want your support to resolve 5× more cases without expanding the team?
Schedule a demo of Zelty
70% of conversations managed without human agents and 5.7 times more tickets resolved in just 2 months with Zelty
70%
automation
1-2 Min
first response
87.5% NPS
satisfaction
Introduction
Air Fibra · ISP fijo · Necochea, Quequén, Lobería y La Dulce (Argentina)Tamaño: 23 000 suscriptores · 16 agentes de soporte (2 en ventas)
From 250 to 600 Clients per Employee:
This is how productivity changed in an ISP with Zelty AI.
Previously with 250
Clients per Employee
250 Clients
Now with 600
Clients per Employee
Productivity 2.4x
600 Clients
THE CHALLENGE
Before implementing the artificial intelligence assistant, AirFibra faced several operational challenges.
8,000 – 9,500 monthly conversations (WhatsApp) without 24/7 support.
Resolution times of 7 – 8 days and backlog after weekends.
Need to capture new sign-ups and upsells without expanding the team.
THE SOLUTION
3 Digital Employees from Zelty AI
Digital Agent
Key functions
Scale / destination
Commercial Agent
Promotions, coverage, consultative selling, customer onboarding
⚡ Sales
Administrative Agent
Balances, payment links, invoice downloads, Wi-Fi changes, relocations
⚡ Administration
Technical Agent
ONU diagnostics, reboot/synchronization, detection of massive failures
⚡ Technical support
Omnichannel (WhatsApp, WebChat, Facebook Messenger, Instagram) with integration to Wispro and SmartOLT.
Implementation details:
Phase 1:
"In just 2 months, we implemented 14 productive flows that allowed [company name] to provide 24/7 support and scale their response capacity without the need to hire more staff."
Phase 2:
"In the second phase, which also lasted 2 months, we added 16 new support flows and improved the existing ones, significantly increasing automated conversations without human intervention."
Results in the first phase
KPI
Before
After
Comments
LLM Cost
---
$255
Model used by agents
Tickets resolved by AI/month
1.512
8,590
+468% (x5.7)
Conversations managed solely by AI
---
6.142
70% of the total
Resolution
7-8 Days
1-3 Days
3-8 times faster
Customer wait time
10h 28min
= 2h
-81%
Results (Average over the last 6 months)
Metric
Value
Comments
LLM Costs
$225
-30% reduction in the last month
Monthly Conversations
8,700
+468% (×5.7)
Resolved and Managed by AI
68%
Sustained Trend
Transferred to Human Agent
32%
The AI Agent transfers it
Effect on Staff
With the same number of agents, Air Fibra handles 2.4 × more conversations and manages 600 clients per employee.
Our Digital Employees from Zelty AI not only optimize operations, but also grow the business.
Uso de la IA
AI resolves 100% (no ticket)
Conversations:
906
% of 8813 total:
10%
AI assumes resolved*
Conversations:
4480
% of 8813 total:
51%
AI creates complete ticket
Conversations:
756
% of 8813 total:
9%
*AI provides a relevant response and, after one or several interactions, the customer does not respond again; the issue is assumed to be resolved.
Dato clave: 7 de cada 10 conversaciones llegan a solución sin tocar al asesor de soporte, liberando al equipo para incidentes complejos.
Impact on Customer Satisfaction
To measure the impact, Airfibra conducted post-interaction surveys with the following results:
87.5%
Very Satisfied
From customers who received assistance from the support assistant.
78.6%
Issue Resolved
They stated that Zelty resolved their inquiry or issue.
88.8%
Recommendation
They would recommend Airfibra's service.
Lessons Learned
The implementation of Zelty not only yielded outstanding results but also provided us with a clear roadmap for future optimizations and a deep understanding of the key factors for AI success in customer service.
Prioritization of Key Flows
Focusing on high-volume flows such as billing and Level 1 and 2 support was crucial to accelerate the return on investment (ROI) and generate a quick impact.
Deep Integrations
Native and deep integrations with systems like Wispro proved essential for multiplying the assistant's automation capabilities.
Continuous Improvement through Feedback
Post-interaction surveys are vital for the ongoing improvement of AI dialogues.
Do you want your support to resolve 5× more cases without expanding the team?
Schedule a demo of Zelty