Digital Transformation at Financial ATC with AI
The Challenge
Before working with DigyBot, the Financial ATC sales team made manual calls from Zoom, keeping their reach limited to some states in the country. Follow-up was difficult and there was no integration with CRM or digital channels like WhatsApp and Instagram. The main challenges included:
- •Contacting customers with non-scalable phone tools with state limits
- •Without adequate tools or automatic calls or recordings
- •Absence of a specialized insurance CRM that linked customers with their policies, dates and status
- •Impossibility of integrating conversational channels like WhatsApp for high impact contact
The goal was ambitious: execute telephone and digital campaigns in all states of the country, with complete traceability, intelligent cost and conversion funnels per channel.
The Solution
Cloud contact center with intelligent dialing
DigyBot implemented DigyBot Contact, its cloud call center platform. Multiple phone lines per state, progressive and predictive dialing, and segmented outbound campaigns were enabled. With this, Financial ATC was able to scale its coverage to agents on their own extensions from the Dominican Republic, connected through a robust PBX based on Asterisk and Voiceip, hosted on AWS.
Omnichannel with AI on WhatsApp, Instagram and Facebook
DigyBot was integrated as a conversation center, allowing automated campaigns via WhatsApp, Facebook Messenger and Instagram. Bots were configured with conversational flows capable of answering frequently asked questions, classifying prospects and transferring to human agents when necessary.
Customized CRM for policy management
A native DigyBot CRM was implemented, fully customized for the insurance industry. Modules were developed for contacts, policies with status (issued/expired/renewed), communications calendar, tasks and calendar. The platform integrates with Scripts, WhatsApp and email to automatically record all interactions and offer seamless follow-up.
Reports, security and continuous support
The solution includes dashboards, campaign analytics, conversion metrics and reports by state and channel. The entire system was deployed on dedicated servers on AWS, with automatic backup, 99.9% availability SLA and a live technical support scheme with 10 hours of continuous development per month.
