Aivo Case Studies CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries

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	CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries Aivo

CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries

Aivo

Technology Category	Analytics & Modeling - Machine Learning Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Cement Construction & Infrastructure
Applicable Functions	Procurement Sales & Marketing
Use Cases	Construction Management Time Sensitive Networking
Challenge	CEMEX, a global construction materials company, was faced with the challenge of providing superior customer service across different countries and languages. The company has always prioritized customer experience and, in the wake of the pandemic, sought to strengthen its digital communication strategy. The goal was to provide alternatives to traditional channels and transform the way they interact with their customers. The challenge was to implement a solution that could serve all customer segments, especially those located in different countries or speaking other languages. The company also aimed to automate frequently asked questions (FAQs) and provide 24/7 customer service. Read More
About Customer	CEMEX is a global construction materials company committed to building a better future through sustainable products and solutions. The company is at the forefront of the circular economy within the construction value chain and promotes advanced processes using cutting-edge technologies. CEMEX offers cement, ready-mix concrete, aggregates, and urban solutions in fast-growing global markets. The company is driven by a multinational workforce focused on delivering a top-notch customer experience enabled by digital technologies. CEMEX is also committed to achieving carbon neutrality through constant innovation and industry-leading research and development. Read More
Solution	CEMEX implemented Aivo's conversational artificial intelligence platform to enhance its customer service. The company launched two bots, Olivia and PSB Professional Self Builders, to automate FAQs and provide round-the-clock customer service. Olivia, the CEMEX Go bot, assists customers with queries related to the platform, such as placing or changing an order, downloading an invoice, and checking balances. The bot also helps optimize the time and work of the customer and the sales force, contributing to the optimization of CEMEX's internal operations. The PSB Professional Self Builders bot has similar objectives, automating processes and simplifying procedures with artificial intelligence. When a bot cannot answer a question or a quote is requested, the query is automatically transferred to an agent during business hours. Otherwise, the bot sends a form for the customer to fill out, and the agent contacts them once they have returned to work. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cement

Construction & Infrastructure

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Construction Management

Time Sensitive Networking

Challenge

CEMEX, a global construction materials company, was faced with the challenge of providing superior customer service across different countries and languages. The company has always prioritized customer experience and, in the wake of the pandemic, sought to strengthen its digital communication strategy. The goal was to provide alternatives to traditional channels and transform the way they interact with their customers. The challenge was to implement a solution that could serve all customer segments, especially those located in different countries or speaking other languages. The company also aimed to automate frequently asked questions (FAQs) and provide 24/7 customer service.

About Customer

CEMEX is a global construction materials company committed to building a better future through sustainable products and solutions. The company is at the forefront of the circular economy within the construction value chain and promotes advanced processes using cutting-edge technologies. CEMEX offers cement, ready-mix concrete, aggregates, and urban solutions in fast-growing global markets. The company is driven by a multinational workforce focused on delivering a top-notch customer experience enabled by digital technologies. CEMEX is also committed to achieving carbon neutrality through constant innovation and industry-leading research and development.

Solution

CEMEX implemented Aivo's conversational artificial intelligence platform to enhance its customer service. The company launched two bots, Olivia and PSB Professional Self Builders, to automate FAQs and provide round-the-clock customer service. Olivia, the CEMEX Go bot, assists customers with queries related to the platform, such as placing or changing an order, downloading an invoice, and checking balances. The bot also helps optimize the time and work of the customer and the sales force, contributing to the optimization of CEMEX's internal operations. The PSB Professional Self Builders bot has similar objectives, automating processes and simplifying procedures with artificial intelligence. When a bot cannot answer a question or a quote is requested, the query is automatically transferred to an agent during business hours. Otherwise, the bot sends a form for the customer to fill out, and the agent contacts them once they have returned to work.

Impact #1	The implementation of Aivo's conversational AI platform has transformed CEMEX's customer service operations. The company has been able to provide personalized attention, optimize both the time and work of the customer and the sales force, and improve internal operations. The AI solution has also allowed CEMEX to monitor and store customer data to continue improving the service offered to them. Furthermore, the ability to scale and replicate the automation strategy in different countries has been a significant achievement for CEMEX. The company's success in this area was recognized at the Aivo Awards 2022 in the Outstanding Case of Global Expansion category.

Impact #1

The implementation of Aivo's conversational AI platform has transformed CEMEX's customer service operations. The company has been able to provide personalized attention, optimize both the time and work of the customer and the sales force, and improve internal operations. The AI solution has also allowed CEMEX to monitor and store customer data to continue improving the service offered to them. Furthermore, the ability to scale and replicate the automation strategy in different countries has been a significant achievement for CEMEX. The company's success in this area was recognized at the Aivo Awards 2022 in the Outstanding Case of Global Expansion category.

Benefit #1	CEMEX managed to automate 40 thousand queries in multiple countries with 90% effectiveness.
Benefit #2	The average response time was 2 minutes and 10 seconds.
Benefit #3	CEMEX's AI solution is now operational in six countries: Mexico, Spain, Colombia, the US, the Philippines, and the UK.

Benefit #1

CEMEX managed to automate 40 thousand queries in multiple countries with 90% effectiveness.

Benefit #2

The average response time was 2 minutes and 10 seconds.

Benefit #3

CEMEX's AI solution is now operational in six countries: Mexico, Spain, Colombia, the US, the Philippines, and the UK.

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Overview

CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries

Operational Impact

Quantitative Benefit