Case Study: CEMEX achieves 97% resolution rate and 24/7 automated customer service across six countries with Engageware's Virtual Assistant

CEMEX Automates Customer Service in Six Countries with 97% Resolution Rate

CEMEX, a global building materials company operating across the Americas, Europe and Asia, set out to improve customer experience and operational efficiency by automating service across six countries. Facing the challenge of delivering consistent, multilingual support beyond traditional channels, the company sought a 24/7 solution that could handle routine queries while freeing agents for higher‑value tasks.

CEMEX deployed Engageware’s AI virtual assistant “Olivia” within its CEMEX Go platform, combining a 60+ FAQ knowledge base with web, WhatsApp and SMS channels, live‑agent handoffs (Engageware Live/Genesys) and proactive campaign messaging. The rollout automated about 45,000 customer queries with a 97% resolution rate and an average engagement time of 1:42, and is now active in Mexico, Spain, Colombia, the US, the Philippines and the UK with more languages planned.

CEMEX

Montserrat Tejerina

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