Mecatronics transforms its support with AI — 61% of conversations managed automatically
Introduction
Client: Mecatronics · ISP · Dorada Caldas, Guaduas, and Puerto Salgar, Cundinamarca - Colombia
Team: 3 support agents + 1 service leader
Subscribers: +7,000 connected homes
THE CHALLENGE
Mecatronics faced a support load much greater than expected, with manual processes and staffing limitations that made it difficult to respond to customers during critical moments and outside of business hours.
Underestimation of the actual volume of support requests (they believed they handled 20 conversations daily, or 600 per month, but it was nearly 4,000).
Manual processes in technical support, billing, and payment communication.
High peaks of load during incidents or massive outages with little staff on duty.
Need for an immediate and automated response outside of business hours.
The solution: 3 Digital Employees from Zelty AI
They automate together +28 flows of inquiries, management, technical support in FTTH, and sales, integrated with Wispro and Smart OLT, ComboPay payment gateways. All this was achieved in a record time of just 4 weeks with the help of one of our Advanced Deployment Engineers, after which the AI Agents were deployed on WhatsApp as part of an omnichannel system.
Digital Sales Agent
Checks coverage, plans, and prices.
Manages requests for new connections and technology changes.
Escalates tickets to the sales department.
Digital Administrative Agent
Informs about balances and pending invoices.
Sends payment links and processes receipts in PDF or image format.
Reactivates the service automatically after validating the payment.
Manages ownership changes, transfers, and cancellations.
Digital Technical Agent
Diagnoses faults and checks the status of the equipment in SmartOLT (online, power fail, LOS, offline).
Restarts or synchronizes the ONU when necessary.
Automatically escalates persistent faults to the technical team.
The integration with Wispro and SmartOLT has been very helpful: if a customer is without power, the AI detects it and forwards it to the technician; if it's just intermittent, it refreshes the device and keeps it running.
Jaime Usme
Telecommunications Engineer, Mechatronics
Business Impact
Indicator
Value
Total Conversations
3,840
Managed by AI
2,363 (61.5 %)
100 % resolved by AI (no human intervention)
466 (12.1 %)
Transferred to human agent
1,011 (26.3 %)
Monthly LLM cost (GPT-4.1-mini)
USD 100
Average Response
< 1 minute
Implementation
4 weeks
BUSINESS IMPACT
24/7 Support
The AI responds immediately even during power outages or massive failures, preventing support congestion.
Real Productivity
The team now knows the exact workload and can prioritize critical tasks.
Customers informed instantly
Reboots, diagnostics, and automatic closures reduce manual tickets by over 60 %.
Centralization of Payments
Automatic responses reduce frustration during general outages.
Lessons learned
Discovering the actual volume of conversations was the first step to improving operational management.
Integrating Wispro and SmartOLT with Zelty AI allows for the identification of real failures and automatically resolves interruptions.
Training the team on the Omnichannel System was key: now 100% of support is centralized and audited from a single platform.
Automation does not replace; it amplifies. AI manages routine tasks and frees up technicians to address critical cases.
With the outbound WhatsApp campaigns module, we can frequently contact our customers to inform them about payment dates, promotions, massive outages, etc.
Do you want to know how Zelty AI can free your team and scale your support 24/7?
Schedule a demo of Zelty AI
Mecatronics transforms its support with AI — 61% of conversations managed automatically
Introduction
Client: Mecatronics · ISP · Dorada Caldas, Guaduas, and Puerto Salgar, Cundinamarca - Colombia
Team: 3 support agents + 1 service leader
Subscribers: +7,000 connected homes
THE CHALLENGE
Mecatronics faced a support load much greater than expected, with manual processes and staffing limitations that made it difficult to respond to customers during critical times and outside of business hours.
Underestimation of the actual volume of support requests (they believed they handled 20 conversations daily, or 600 a month, but it was nearly 4,000).
Manual processes in technical support, billing, and payment communication.
High peaks of load during incidents or massive outages with few staff on duty.
Need for an immediate and automated response outside of business hours.
The solution: 3 Digital Employees from Zelty AI
They automate over 28 flows of inquiries, management, technical support in FTTH, and sales, integrated with Wispro and Smart OLT, ComboPay payment gateways. All this was achieved in a record time of just 4 weeks with the help of one of our Advanced Deployment Engineers, after which the AI Agents were deployed on WhatsApp as part of an omnichannel system.
Digital Sales Agent
Checks coverage, plans, and prices.
Manages service requests and technology changes.
Escalates tickets to the sales department.
Digital Administrative Agent
Informs about balances and pending invoices.
Sends payment links and processes receipts in PDF or image format.
Reactivates the service automatically after validating payment.
Manages ownership changes, transfers, and cancellations.
Digital Technical Agent
Diagnoses faults and checks the status of the equipment in SmartOLT (online, power fail, LOS, offline).
Restarts or synchronizes the ONU when necessary.
Automatically escalates persistent faults to the technical team.
The integration with Wispro and SmartOLT has been very helpful: if a customer is without power, the AI detects it and forwards it to the technician; if it's just intermittent, it refreshes the equipment and gets it running.
Jaime Usme
Telecommunications Engineer, Mechatronics
Business Impact
Indicator
Value
Total Conversations
3,840
Managed by AI
2,363 (61.5%)
100% Resolved by AI (no human intervention)
466 (12.1%)
Transferred to human agent
1,011 (26.3%)
Monthly LLM Cost (GPT-4.1-mini)
USD 100
Average Response
< 1 minute
Implementation
4 weeks
BUSINESS IMPACT
24/7 Support
The AI responds immediately even during power outages or massive failures, preventing support congestion.
Real Productivity
The team now knows the exact workload and can prioritize critical tasks.
Technical Automation
Reboots, diagnostics, and automatic closures reduce manual tickets by over 60%.
Customers informed instantly
Automatic responses reduce frustration during widespread failures.
Lessons Learned
Discovering the actual volume of conversations was the first step to improving operational management.
Integrating Wispro and SmartOLT with Zelty AI allows for the identification of real failures and automatically resolves intermittent issues.
Training the team on the Omnichannel System was key: now 100% of support is centralized and audited from a single platform.
Automation does not replace; it amplifies. AI manages routine tasks and frees technicians to address critical cases.
With the outbound WhatsApp campaigns module, we can frequently contact our customers to inform them about payment dates, promotions, massive outages, etc.
Do you want to know how Zelty AI can free your team and scale your support 24/7?
Schedule a demo of Zelty AI
Introduction
Client: Mecatronics · ISP · Dorada Caldas, Guaduas, and Puerto Salgar, Cundinamarca - Colombia
Team: 3 support agents + 1 service leader
Subscribers: Over 7,000 connected homes
THE CHALLENGE
Mecatronics faced a support load much greater than expected, with manual processes and staffing limitations that made it difficult to respond to customers during critical moments and outside of business hours.
Underestimation of the actual volume of support requests (they believed they were handling 20 conversations daily, or 600 monthly, but it was nearly 4,000)
Manual processes in technical support, billing, and payment communication.
High spikes in workload during incidents or massive outages with few staff on duty.
Need for an immediate and automated response outside of business hours.
The solution: 3 Digital Employees from Zelty AI
They automate over 28 workflows for inquiries, management, technical support in FTTH, and sales, integrated with Wispro and Smart OLT, and ComboPay payment gateways. All this was achieved in a record time of just 4 weeks with the help of one of our Advanced Deployment Engineers, after which the AI Agents were deployed on WhatsApp as part of an omnichannel system.
Digital Sales Agent
Checks coverage, plans, and prices.
Manages service requests and technology changes.
Escalates tickets to the sales department.
Digital Administrative Agent
Informs about balances and pending invoices.
Sends payment links and processes receipts in PDF or image format.
Reactivates the service automatically after validating the payment.
Manages ownership changes, transfers, and cancellations.
Digital Technical Agent
Diagnoses faults and checks the status of the equipment in SmartOLT (online, power fail, LOS, offline).
Restarts or synchronizes the ONU when necessary.
Automatically escalates persistent faults to the technical team.
The integration with Wispro and SmartOLT has been very helpful: if a customer is without power, the AI detects it and passes it to the technician; if it’s just intermittent, it refreshes the equipment and keeps it running.
Jaime Usme
Telecommunications Engineer, Mechatronics
Business Impact
Indicator
Value
Total conversations
3,840
Managed by AI
2,363 (61.5 %)
100 % resolved by AI (no human involvement)
466 (12.1 %)
Transferred to human agent
1,011 (26.3 %)
Monthly LLM cost (GPT-4.1-mini)
USD 100
Average response
< 1 minute
Implementation
4 weeks
BUSINESS IMPACT
24/7 Support
The AI responds immediately even during power outages or massive failures, preventing support congestion.
Real productivity
The team now knows the exact workload and can prioritize critical tasks.
Technical automation
Restarts, diagnostics, and automatic closures reduce manual tickets by over 60 %.
Customers informed instantly
Automatic responses reduce frustration during general outages.
Lessons learned
Discovering the actual volume of conversations was the first step to improving operational management.
Integrating Wispro and SmartOLT with Zelty AI allows for the identification of real failures and automatically resolves intermittencies.
Training the team on the Omnichannel System was key: now 100% of support is centralized and audited from a single platform.
Automation does not replace; it amplifies. AI manages routine tasks and frees technicians to address critical cases.
With the outbound WhatsApp campaigns module, we can frequently contact our customers to inform them about payment dates, promotions, massive outages, etc.
Do you want to learn how Zelty AI can free your team and scale your support 24/7?
Schedule a demo of Zelty AI