ANDA automates its customer service on WhatsApp with an AI assistant and reaches 99% autonomy
With a conversational assistant powered by artificial intelligence, ANDA handles more than 150,000 conversations a month and resolves 99% of inquiries without human intervention.
An association supporting more than 250,000 members in Uruguay
ANDA is Uruguay's National Association of Affiliates and provides services to more than 250,000 members, including rental guarantees, loans, credit cards, medical and dental services, and tourism.
To deliver faster, more accessible service aligned with the digital expectations of its members, ANDA added an AI assistant to its WhatsApp channel, able to answer inquiries in real time, regardless of the hour or the day.
Automating customer service without losing quality
ANDA receives a high volume of daily inquiries, many of them repetitive and related to operational information. These inquiries had to be escalated to the contact center, which has limited service hours, generating delays and overload for the human teams.
The challenge was to resolve most inquiries autonomously, without losing quality in service or closeness with users.
An AI assistant for customer service
ANDA deployed a conversational assistant powered by artificial intelligence that supports both members and people interested in joining.
The assistant autonomously resolves frequent inquiries such as:
- Available credit
- Status and progress of guarantee requests
- Information about products and services
- Membership process
All from WhatsApp, with immediate service and 24-hour availability.
The impact of AI automation
Thanks to this deployment, ANDA significantly improved the service experience, increased its operational efficiency and consolidated a modern digital channel, always available for its users.
Autonomous resolution
59 out of every 60 conversations are resolved without human intervention.
Monthly conversations
Volume handled by the assistant each month in the WhatsApp channel.
Optimization of human talent
The service team focuses on complex, higher-value cases, reducing repetitive tasks.