Case Study: CEMEX achieves 97% customer service resolution with Aivo

CEMEX automates service in six countries with 90% effectiveness

CEMEX, a global construction materials company, wanted to improve customer service across multiple countries and languages while boosting efficiency and innovation. To meet this challenge, CEMEX worked with Aivo and used its conversational AI solutions, including AgentBot and Live, across webchat and WhatsApp to provide 24/7 support and better customer self-service.

With Aivo, CEMEX launched the multilingual virtual assistant Olivia to handle FAQs, order updates, invoice requests, balance checks, and more, with escalation to agents when needed. The solution automated 45,000 inquiries in 2023 with a 97% resolution rate and an average response time of 1:42 minutes, while also supporting outbound messaging and real-time order-status updates through Engage.

CEMEX

Montserrat Tejerina

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