Case Study: Alsa achieves 90% automation in WhatsApp and webchat with Hubtype

ALSA automates 90% of WhatsApp and webchat interactions with Hubtype

ALSA, a leading road passenger transport operator in Spain, faced challenges with high-volume, inefficient customer service. They relied on traditional channels like web forms, receiving approximately 33,000 requests annually, and their existing webchat was only a basic FAQ system that failed to reduce agent workload or handle complex queries. They partnered with Hubtype to implement an AI-driven conversational solution.

Hubtype redesigned ALSA's webchat and launched an official WhatsApp channel, integrating their Flowbuilder tool and Smart Intents powered by generative AI. This solution automated responses by connecting to ALSA's knowledge base and internal APIs. The results were significant: in under 8 weeks, ALSA automated 90% of interactions across these channels, served 27,000 users monthly, and reduced information request forms on their website by 46%. Hubtype's platform delivered a more efficient and customer-centric experience.

ALSA