The project
Compensar | Family Compensation Fund and EPS is a recognized organization in Colombia, dedicated to improving the quality of life of its members and their families. Through a wide range of healthcare, education, recreation, and social welfare services, it seeks to promote the comprehensive development of individuals and communities.
We are very happy with the success of the chatbot developed by Servinformación. This tool has transformed our user service with fast, accurate answers 24 hours a day. Efficiency and member satisfaction have improved, reaffirming our commitment to service excellence. We thank Servinformación for its support. Santiago Olbein Rozo, Software Solutions Lead – Customer CoE, Compensar Caja de Compensación Familiar.
The challenge
Compensar, a comprehensive wellness platform, faced the challenge of balancing high customer support demand with low costs while maintaining a quality experience. It sought a digital, self-service solution for users that would be easy, intuitive, and simple to use.
The solution
This project began as a client initiative to optimize internal processes. Compensar sought a technology solution to streamline service for its users. We developed a ‘master bot’ that centralizes all of the family compensation fund's information in a single user contact channel, significantly improving efficiency and productivity.
Project results
A Masterbot was built from several bots that respond to different Compensar user queries about services such as membership, sports, subsidies, tourism, housing, and loans, among others. These bots have transactional capabilities enabled through integration with core business APIs and migration of some existing bots.
