Case Study: Movistar cuts customer service costs by over 30% with Aivo's AgentBot & Live

Movistar reduces Customer Service costs in digital channels by +30%

Movistar, a major telecommunications provider, faced rising customer expectations for instant, multi‑channel digital support and wanted to reduce long waits and heavy reliance on human agents. In 2014 Movistar partnered with Aivo and implemented AgentBot to deliver a conversational virtual assistant that lets customers self‑serve common requests and only escalates to agents when needed.

Aivo’s AgentBot (and later Aivo Live for omnichannel human chat) was integrated with Movistar’s systems to provide account‑specific answers and automate end‑to‑end interactions. The solution cut customer service costs in digital channels by more than 30%, boosted self‑service KPIs, drove rapid ROI and helped Movistar achieve customer retention above 80%, allowing the support team to focus on higher‑value work.

Movistar

Mauricio González Castelazo Kleimann

Assistant Director of Customer Service