Omnichannel Customer Support with Agentic AI
Want to see how other industry leaders are achieving measurable ROI with Roomie’s Enterprise AI?
Want to see how other industry leaders are achieving measurable ROI with Roomie’s Enterprise AI?
Profuturo, a leading retirement fund administrator in Mexico, managed a high volume of customer inquiries through its call center. The existing model faced several obstacles:
Channel Fragmentation:Interactions started on one channel (e.g., phone) but could not be seamlessly continued on others (e.g., WhatsApp or web).
Workforce Pressure:Call center teams were overloaded, driving up operational costs and lowering efficiency.
Profuturo needed a solution to deliver faster, more consistent, and omnichannel customer service at scale.
Roomie deployed its Agentic Customer Support module directly into Profuturo’s call center infrastructure, transforming the customer service model.
Customers could start an interaction on the phone and continue it seamlessly on WhatsApp, web, or other channels, with full conversation continuity.
Powered by GPT conversational models, enabling human-like understanding and responses.
The AI agent was trained on Profuturo’s document corpus of processes, policies, and regulations, ensuring compliant and accurate responses.
AI agents resolved most routine inquiries autonomously while escalating only complex cases to human staff.
Profuturo achieved measurable ROI across multiple dimensions:
60% Reduction in Call Waiting Times: Customers were connected instantly to AI agents.
35% Call Center Workforce Optimization: Fewer human agents were needed, reducing operational costs.
90% Accuracy Rate: AI validation and knowledge grounding reduced human error in customer responses.
Omnichannel Continuity: Customers experienced seamless transitions across phone, WhatsApp, and other channels.
+20% Increase in Net Promoter Score (NPS): Improved experience directly boosted customer loyalty.
+25% Customer Satisfaction: Faster, more consistent support increased overall satisfaction levels.
With Roomie’s Agentic Customer Support module, Profuturo transformed its call center into a next-generation omnichannel experience. Customers now enjoy faster responses, consistent service across all channels, and higher accuracy — while Profuturo benefits from reduced costs, improved efficiency, and stronger client loyalty.
This case demonstrates how ROI-First Enterprise AI creates real value in customer service: less waiting, fewer errors, lower costs, and happier clients.