The Challenge
Centurro's support team was overwhelmed by repetitive, high-volume queries across 12 regions and multiple languages, driving up costs and slowing response times for the complex cases that actually needed a person.
Our Approach
We built an agentic conversational platform with advanced NLP and context retention, integrated directly into their existing CRM and knowledge base. Escalation logic routes anything the assistant is unsure about to a human, and the whole system is containerised for regional scale.
Results
- 70% of common queries handled autonomously, 24/7
- Deployed across 12 regions and multiple languages
- Sharp reduction in average response and resolution time
- Human agents freed to focus on complex, high-value interactions