Case Study: OPPLUS reduces customer service escalations by 84% with Inbenta AI platform

OPPLUS reduces customer service escalations by 84% with Inbenta AI platform

OPPLUS, a Malaga-based business consulting and optimization company supporting BBVA, faced growing customer service demand, long wait times, and frequent escalations across its commercial office network. To scale support while maintaining service quality, OPPLUS looked to Inbenta and its AI platform, including self-service and automation capabilities, to improve the customer experience.

Inbenta helped OPPLUS implement chatbot, knowledge management, live chat, and incident management tools to shift support toward self-service and faster issue resolution. The results were significant: calls to the commercial office network dropped from 71% to 11% in 12 months, an 84% improvement, while OPPLUS also achieved a 99.09% automated response rate, 100% self-service rate, and a 60% decrease in calls to the management team.

OPPLUS