The challenge before AsisteClick
Before rolling out AsisteClick, KMB Go faced several hurdles in its customer support operation. Contact channels (WhatsApp, social media, etc.) were scattered and not centralized, with delays of up to 24 hours in responses during high season. On top of that, key indicators (KPIs) weren't being measured, making continuous improvement difficult. This slow service hit traveler satisfaction and jeopardized sales opportunities. During demand peaks (summer), the team could get overwhelmed and bottlenecks formed in customer support.
Rolling out 24/7 AI
In July 2023, KMB Go rolled out AsisteClick to transform its customer support. The platform let them bring all their communication channels (WhatsApp, Facebook, Instagram) into a unified system and deploy an AI chatbot. "When we chose the tool, what we wanted was to become more professional and organize customer support… and work on response time. For that, it was really important to have an agile, easy and interactive tool to respond as fast as possible", explains Maribel Bustos, Product and Sales Analyst at KMB Go. With the AsisteGPT generative AI module, the AI Agent was trained to deliver instant, accurate responses 24 hours a day. The bot greets travelers and answers frequent questions on the spot, escalating more complex ones to a human advisor. That way, KMB Go achieved an omnichannel service available 24/7, something unimaginable before AsisteClick.
Measurable impact: faster responses and more sales
The results of this transformation didn't take long to show. Before, a traveler could wait up to 24 hours for a reply; today they get instant support thanks to the chatbot, and a human agent steps in within less than 2 hours when needed. This cut in response times improved the customer experience and sped up the sales process.
In addition, the rollout had a direct impact on sales. In June 2024, after integrating ticket sales via WhatsApp, KMB Go sold 470 tickets in a month, almost twice the ~250 it handled at the start of the year. This increase, near 88% in ticket sales shows how agile, centralized support turns more inquiries into effective conversions.
Another notable benefit was the reduction of repetitive inquiries that overwhelmed the team. Many FAQs are now answered automatically by Bruno, freeing up agents to focus on real opportunities. "Thanks to AI, today many travelers get all the information and the quote without needing a salesperson, because they were just browsing," Maribel notes. By removing this operational load, advisors can dedicate more time to closing sales, raising conversion rates and the quality of personalized support.
Operational efficiency: lower costs and 24/7 support
Centralization and automation also brought significant operational improvements. Before, the team had to cover on-call shifts at night, weekends and holidays to respond to out-of-hours emergencies. Now, with the chatbot handling support 24/7, KMB Go virtually eliminated the need for after-hours shifts, concentrating human efforts on day shifts. This optimization reduced overtime costs and improved task distribution, preventing team overload.
AsisteClick ensures every inquiry reaches the right area (sales, support, etc.), keeping order in the workflow.
"It helped us a lot to organize ourselves and give the traveler an immediate response so they feel taken care of"
Maribel Bustos, Product and Sales Analyst, KMB Go
Even outside normal hours, customers get effective support. Before, whoever sent a message at midnight had to wait until the next day; now Bruno can handle urgent inquiries even in the early morning with a friendly tone. Travelers have appreciated this availability: many are relieved to see "someone replied outside of business hours" and highlight how warm the automated system feels.
Team adaptation and new ways of working
Adopting the platform was quick and well received by the KMB Go team. "Overall, the rollout was positive and smooth, we didn't suffer the change," Maribel confirms.
Setting up the chatbot and training staff required some upfront effort, but agents appreciate the new tools. They can now tweak and edit responses or templates on the fly as needed—something impossible with earlier systems. "AsisteClick gave us many tools the previous system didn't have. Now it's really useful to be able to edit a quick reply ourselves; before we had to ask for it to be changed and that took time", compares Maribel. This autonomy gave the sales team more flexibility to keep information up to date and respond quickly to changes (for example, new promotions or itinerary changes) without depending on tech support.
Looking ahead: data and continuous innovation
With the platform now embedded in daily operations, KMB Go is already thinking about how to keep innovating. The next step is to better leverage its customer database through segmented campaigns and satisfaction surveys integrated in AsisteClick. "Our next goal is to start developing satisfaction surveys and nurture our database, which is really important for our marketing strategy," Maribel previews. The team also recognizes it hasn't yet uncovered all the features of AsisteClick. Maribel adds: "Every time we think about what we could do, it turns out AsisteClick already has it or gives us a hand with it". This flexibility foreshadows a continuous improvement process, where the tool will keep adding value as KMB Go expands its reach and services.
Bruno: another teammate on the squad
Almost two years after adoption, AsisteClick has become an indispensable ally for KMB Go. Maribel Bustos doesn't hesitate to recommend the platform to other travel companies looking to modernize their support: "I'd say yes. It's a system with many benefits and it helps you improve and optimize customer support". In day-to-day operations, the chatbot has become so integrated with the team that "we give it the name Bruno and he's just another teammate", Maribel states. KMB Go's experience shows how combining artificial intelligence with an omnichannel strategy can turn customer support into a driver for sales, operational efficiency and long-term loyalty.
"With AsisteClick we free our team from repetitive tasks so they can focus on closing sales."
Maribel Bustos, Product and Sales Analyst, KMB Go
