How Connected AI Empowers Agents and Delights Customers

A silent drain on efficiency is costing your business more than you know. It’s not a market shift or a new competitor; it’s a widespread internal problem known as the “swivel chair” crisis. This nightmare scenario for support teams involves agents having to switch between three to five different applications just to resolve a single customer issue. This constant app-hopping has become the number one drain on team efficiency and morale, leading directly to slower resolution times and deeply frustrated customers.

At the heart of this “Disconnection Dilemma” are the first-generation bots still used by many companies. These older bots are isolated, operating as siloed channels that cannot access external systems. When a customer asks a question the bot can’t answer—because the information is in the CRM, a shipping database, or another business tool—it creates a frustrating dead-end. This forces human agents to step in, not as problem-solvers, but to “clean up the mess,” leading to significant negative impacts on key business metrics. The direct consequences include:

• Higher Average Handle Time (AHT).
• Lower First Contact Resolution (FCR).
• Poor Customer Satisfaction (CSAT) and high agent burnout.

The Solution: An AI That Does More Than Just Talk

Imagine an AI that doesn’t just communicate but

acts. This is the power of a modern, Connected AI Agent. It functions as the central hub for your entire digital ecosystem , designed to integrate, execute, and scale. Unlike its predecessors, a Connected AI Agent executes tasks by linking directly to your core business systems.

Powered by an open-standard communication layer , it enables a secure, real-time connection to any data source or tool, from CRMs and databases to Google Maps. This creates true interoperability between your AI and your business , turning the AI into a powerful partner for your human team. This AI-powered chatbot becomes your new frontline, always on and always consistent. It expertly handles repetitive questions and seamlessly routes more complex ones to the appropriate agent , liberating your team to focus on high-value interactions.

This integrated system also bridges the gap between acquisition and retention. By connecting marketing and support, every interaction informs the next, leading to smarter engagement and a cohesive customer experience from start to finish.

Success in Action: Pastelería Mallorca

Since its founding in 1931, the renowned bakery Pastelería Mallorca has embraced innovation to enhance its customer experience. By partnering with indigitall, they developed a cutting-edge digital communication strategy centered on a Connected AI for their e-commerce platform.

Customers can now interact with “Bernardino,” a friendly virtual assistant on WhatsApp, for 24/7 support. The communication is designed to be user-friendly, featuring a main menu with options for “Orders,” “Products and Stores,” and “About Mallorca”. The system allows customers to manage their orders, get information, or seamlessly connect with a live agent for more complex needs. The platform even includes a dedicated channel to quickly transfer users over 70 to a human agent, ensuring accessibility for all customers.

The results of this UX-focused approach have been remarkable:

• Over 17,000 users engaged with the service in the first 15 months.
• The system handled
  more than 57,000 order-related conversations between July and October 2024.
• The service achieved an
  excellent Net Promoter Score (NPS) of 77.3% in October 2024.

A Universe of Use Cases

The application of Connected AI extends far beyond a single use case. This technology can transform various aspects of the customer journey:

• Lead Capture: The AI agent can automate the lead capture process 24/7 by gathering information from non-subscribed users and registering them as leads directly into a client’s CRM.
• Booking Management: It acts as an intelligent appointment manager, capable of understanding natural language to check availability, create appointments, reschedule, and process cancellations.
• Proactive Upselling: By leveraging customer recommendation engines, the bot can proactively shift a conversation to offer a product aligned with the user profile and context, helping to achieve business goals.
• Product Search and Purchase: The agent can suggest products based on Browse data and purchase history, and even includes a built-in shopping cart directly within WhatsApp to streamline the buying process.
• Cart and Form Retargeting: It automates retargeting messages based on user behavior, proactively resuming an incomplete process via WhatsApp or another channel to boost completion rates.
• Post-Sales Follow-Up: The AI can collect NPS or other user feedback and automate the resolution of post-purchase FAQs, such as invoice requests, cancellations, or product changes.

By serving as the intelligent and proactive gateway to the entire customer journey , a Connected AI agent guides users smoothly from initial contact to conversion and beyond. This integrated approach leads to more qualified leads , delightful support that builds loyalty , and ultimately, increased conversions and customer lifetime value