The Mexican SAT optimizes its costs up to 86% using Insmartbot and Inconnect from Inconcert

SAT's citizen service was based on an outsourced service center, operated by agents who answered queries via chat and telephone.

In order to improve citizen service, and given the enormous volume of taxpayer inquiries regarding the 2020 Annual Declaration of Individuals, the SAT sought to establish a more agile, efficient and cost-effective contact strategy.

The objectives of the SAT

• Internalize care through its own omnichannel contact center, expanding the channels of service to citizens so that they can complete the procedures for the Annual Declaration. In addition to the telephone, they needed to incorporate digital channels such as social networks and chat.
• Automate 24-hour service through an intelligent chatbot that speeds up service processes.
• Optimize care with tools focused on increasing productivity.

Inconcert provided the technology to internalize the SAT care center. New service channels, advanced features for managing inquiries and self-service solutions were included, all on a single platform.

Among these solutions, OrientaSat stands out, an intelligent chatbot that was positively received by citizens and public opinion.

The contact center

Using the Inconcert software, the SAT formed an omnichannel contact center with 344 positions with these functionalities.

Sending Courier‍

The sending of emails, SMS and voice blasters with information and notifications to taxpayers was automated:

• Links to MarcaSat, a telephone number that automatically triggers the call to the corresponding area.
• Reminders about the status of the procedures and deadlines for declarations.
• Invitations to check your “Tax Mailbox” on the SAT website.
• Instructions for requesting a refund.

IVR‍

A pre-care telephone navigator was created to transfer the user to the most appropriate area to resolve their case. Inconcert transferred to the SAT the necessary knowledge to build its own virtual assistant on the omnichannel platform, using ASR (voice recognition) technology.

Surveys‍

From the taxpayer database, those who maintained contact with the SAT are segmented and uploaded to the scoreboard. It automates outgoing calls and transfers them to an agent to carry out the survey, knowing your level of satisfaction with the SAT service.

Quality Module‍

Care is monitored to ensure compliance with service levels and adherence to required policies.

The OrientaSat

For the development of OrientaSat, a specialized team was formed, responsible for building and implementing the chatbot with a focus on UX.

Two ways of accessing OrientaSat were defined

• A mini-site specially designed for this purpose.
• Web portal for the Annual Declaration of Individuals.

Both are accessible from a computer, tablet or mobile phone. To make their query, the user just has to click on the chat button and provide their name and tax information.

How does OrientaSat work?

As a chatbot powered by artificial intelligence, it has three extremely valuable capabilities to provide optimal service:

• It interprets the user's natural language, detects their intention and provides them with the most appropriate answer for each case, directing them to the sections of the website where they will obtain more information and move forward with the Affidavit process. The chatbot is programmed to answer more than 8000 possible taxpayer questions.
• If it is unable to resolve a question and detect that human intervention is needed, the bot transfers the interaction to a specialized agent. The latter receives the conversation through the same chat channel, accompanied by the previous context to be able to provide personalized attention during the available time.
• The bot is able to continue its training and “learn” from each interaction to resolve more and more doubts in a more complete way.

Since the implementation of OrientaSat, taxpayers' waiting time has been eliminated and they were able to answer more and more questions, thanks to the constant training of the chatbot. Convertia implemented the chatbot's native integration with the Inconnect platform, significantly improving taxpayer service and solving their questions with greater precision. - Hugo Fernando Huesca, Manager of Inter-institutional Service Programs

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