How Ubiipagos Transformed Customer Trust with 94% AI-Driven Resolution

Ubiipagos is a Venezuelan fintech recognized for its focus on financial inclusion and digital innovation. As its customer base grew and expectations for seamless, real-time service increased; traditional support models could no longer keep pace. Customers often waited days for a response, eroding trust and satisfaction.

By partnering with Aivo, Ubiipagos transformed that experience into a fast, omnichannel, and always-on service model that empowers both customers and agents.

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At a Glance

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The Challenge

Before Aivo, Ubiipagos faced service bottlenecks that strained both customers and employees.

For customers, the experience was frustrating and stressful. Password resets or account issues could take 24 to 72 hours to resolve. Many clients were trapped in long queues, often having to re-explain their problem after waiting days, eroding trust and creating a cycle of repeated delays. Without a verified WhatsApp number, even basic interactions raised concerns about security and reliability.

For agents, the pressure was relentless. With only one operational service flow at a time and no records of past conversations, agents handled every query manually. More than 75% of re-contacts were just greetings or customers checking in again, leaving little bandwidth for meaningful problem-solving. Fixed business hours meant coverage gaps, and without visibility into agent-level metrics, leaders lacked insight into performance.

Operationally, as volumes grew, these inefficiencies created blind spots: no agent-level metrics, no control over response quality, and no way to scale service without exponentially adding staff. With over 21,000 monthly contacts, the pressure to automate and modernize support became impossible to ignore.

“Before Aivo, our customer service was limited. Clients were often stuck in long queues, waiting 24 to 48 hours for a reply. Our efforts were focused only on answering tickets, not on delivering quality or meaningful experiences.”
— Thamara Padilla, Customer Service Manager, Ubiipagos

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The Solution: “Aivo drives us to deliver ‘wow’ experiences. It’s our strategic ally that revolutionized our service and multiplied our effectiveness.”

Scaling Success: Ubiipagos Transformation

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“With Aivo, our customer service made a 180-degree turn. What used to be a manual and limited service is now 24/7 and 365 available, with processes simplified and interactions redefined. The before and after of implementing Aivo is a 100% leap in effectiveness.” — Thamara Padilla, Customer Service Manager, Ubiipagos

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With Aivo’s AI-powered platform, Ubiipagos eliminated queues, reduced pressure on agents, and gave customers the confidence of fast, consistent, and secure interactions.

➜ Smarter Conversations, Faster Resolutions

94% of queries are resolved instantly by virtual agent so customers no longer wait days in queues. Executives gain real-time visibility to refine response logic, while personalization ensures every answer feels tailored.

➜ Seamless Handoffs, Zero Drop Offs

When escalation is needed, Live transfers context seamlessly. Agents see full histories and quick-reply shortcuts, solving issues in seconds without customers repeating themselves.

➜ Proactive, Personalized Messaging

Engage enables instant notifications and CSAT loops, keeping customers informed of shipments, service changes, and promotions while driving continuous improvement.

➜ 24/7 Omnichannel Coverage

With verified WhatsApp plus Web and Instagram, customers engage through the channels they trust most. Automated workflows like mobile payments and password recovery expand convenience and self-service.

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The Results: Scaling 40% More Productivity, 94% Resolution, and 24/7 Availability

With Aivo, Ubiipagos now offers immediate responses to clients and prospects across their favorite channels – reported Thamara – the virtual agent is constantly trained with new intents to meet our needs, and any query requiring human intervention is transferred in seconds to our team in Live Chat.

The transformation delivered immediate and measurable results:

» Response times reduced from days to seconds, giving customers instant answers and restoring confidence.

» 94% of queries resolved by the virtual agent, strengthening loyalty.

» 26,000+ automated monthly consultations, boosting efficiency and giving teams confidence to scale.

» 40% increase in service capacity per executive, freeing agents to handle more complex issues.

» Full 24/7 digital availability, eliminating queues.

» 17 agents operating with agent-level metrics.

» Multiservice support and personalized mass messaging.

“Aivo is key to our success: agility, personalization, and proactivity. The real power of Aivo lies in how it empowers our team and personalizes every interaction. The administration and customization of the AI Agent are designed directly with our team, ensuring proactive, tailored service.”
— Thamara Padilla, Customer Service Manager, Ubiipagos

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A Trusted Partner for Growth in LATAM

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For Ubiipagos, Aivo is not just a vendor. It’s the partner enabling growth and scalability. Together they’ve built a scalable, always-on support model that evolves with expansion. With Aivo, Ubiipagos is laying the foundation for sustainable expansion across LATAM, ensuring financial inclusion for over 300,000 users and counting.

“We are about to celebrate 3 years with Aivo, and we continue to evolve together with ambitious integration plans to deliver smoother customer journeys.”
— Thamara Padilla, Customer Service Manager, Ubiipagos

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About Ubiipagos

Ubiipagos is a Venezuelan fintech company dedicated to driving financial inclusion and digital transformation. Through innovative payment solutions, including mobile transactions, smart POS devices, and analytics dashboards. The company empowers individuals and businesses with secure, accessible, and efficient services. With over 300,000 users, Ubiipagos continues to expand its reach while maintaining its commitment to accessibility, security, and innovation.