Digital Transformation at Adamantine with AI
The Challenge
The company had an internal system called Kaymoney Tracker, which although powerful at the time, had fallen short of new demands:
- •No connection with the central Adamantine Credit system
- •Manual and scattered information search
- •No automated reports by agent or portfolio
- •Agents made calls manually, without traceability or centralized recordings
In addition, portfolio growth and the need to distribute them among different teams required greater control, visibility and automation, without sacrificing security or compliance.
The Solution
Cloud Contact Center with DigyBot Voice
Digyto implemented its cloud platform with smart dialing, call recording and contact visualization directly in the customer profile. This completely eliminated manual dialing and its results.
AI Automation and Smart ChatBots
NLP chatbots were trained to capture payment promises, validate data and perform automated tasks. These bots allowed increasing the volume of initial contacts and freeing agents from operational load.
Custom modular CRM, connected in real time with Adamantine Credit
A 100% customized CRM was developed, connected in real time with Adamantine Credit. Each agent can see complete customer information from a single view: scoring, payments, log, negotiations and references. Automatic portfolio assignment by zone, stage or agent was also configured, facilitating operational and strategic collection organization.
Real-time reporting and executive dashboards
With reporting modules, supervisors now have access to panels by agent, group or portfolio type. Metrics such as effective contacts, call duration, captured payment promises and campaign effectiveness were integrated. All reports are exportable in PDF and Excel, and can be scheduled for automatic sending.
Results Achieved
After implementing DigyBot, the results were compelling:
- • 70% automation in technical support requests
- • 50% reduction in response times
- • 24/7 support with consistent attention
