Responding on time when there are more than 30.000 queries per month
UTEL does not only offer online education: it understands it as a commitment to constant support. Therefore, every month it receives thousands of queries through contact center calls, WhatsApp, and webchat integrated into the Moodle platform and its website. The challenge for the team was clear: to respond quickly, without leaving questions unanswered or overloading contact center agents.
Before incorporating Inagent, responses arrived later, bots had limited reach, and many conversations ended up in an already saturated contact center. All of this slowed down service and complicated key moments in the academic calendar.
They faced barriers that put service quality at risk:
- Limited automation capacity: many queries remained pending; previous bots managed to resolve 30 %, as they were unable to manage questions without predefined answers.
- Saturation of human agents, without the possibility of scaling service without increasing costs.
- Difficulties in responding within the 24 hour limit required by WhatsApp.
They need to change the service provided to its students, maintaining closeness and growing at the pace of its digital community.
What did UTEL need?
UTEL was clear that growing in volume could not mean losing quality. Each month they received tens of thousands of student queries, many of them urgent and with a direct impact on their academic experience. However, previous systems were not enough: bots fell short, human agents were overwhelmed, and service became slow, repetitive, and lacked personalization.
The objective was to offer immediate, precise, and consistent responses, without skyrocketing the resources required to achieve it. To do so, they needed a new generation solution equipped with Agentic AI, designed to scale and adapt to the complexity of their operation.
They were primarily looking to:
- Automate as many queries as possible, without losing quality or naturalness.
- Integrate all channels (WhatsApp, chat, voice, web, Moodle) into a single intelligent ecosystem.
- Leverage each student's history to personalize responses from the first message.
- Free up human agents so they could focus on the most complex cases.
- Be able to dynamically adjust the operation according to demand peaks, without compromising the experience.
The challenge was not only to respond faster but to do it better. For that, they needed more than a bot: they needed a true intelligent virtual agent.
Multichannel AI agents with contextual understanding and context-aware capabilities
For UTEL, the key was not just handling more volume: it was serving better, faster, and with the same level of personalization that an expert academic advisor would offer. With the integration of Inagent, a new stage in its service strategy began thanks to Agentic AI: real automation, deep natural language understanding, advanced management of complex knowledge bases, and the ability to adapt to each channel without losing context or quality.
Today, more than 83 % of the queries that previously saturated the contact center are resolved fully automatically, in real-time, and with a level of precision that has taken the student experience to another level. The previous bot had the same knowledge base and integrations, but it was the paradigm shift introduced by Agentic AI technology that triggered the success rate, reducing friction at all levels and improving the understanding and personalized treatment of each student's queries.
1. Immediate and frictionless response
Every conversation with Inagent starts and ends without interruptions or unnecessary referrals. Whether via WhatsApp, webchat, or even voice, the AI agent understands the intent of the message, retrieves relevant information from the student's history in connection with the CRM, and responds with clarity and empathy.
- The response is instantaneous from the first message, without wait times.
- The AI agent accesses the academic CRM (Infunnel) to personalize responses.
- Messages are adapted to include emojis, localisms, and colloquial language, generating a natural conversation.
“Inagent is not just a tool: it is a living solution that grows and improves with us. Its ability to understand complex queries, integrate with all our systems, and adapt to each channel is key. But, above all, we highlight Inconcert’s support throughout the entire process: from implementation to day-to-day operations. That closeness and commitment make all the difference.”
Florencio Cueto Barojas,
Infrastructure Manager at UTEL
2. A knowledge base that grows every day
Thanks to an integration with 23 systems and a knowledge base with more than 700 FAQs, Inagent can resolve doubts about enrollment, payments, classes, access, certifications, academic issues, and much more. Additionally, the UTEL team works on the continuous improvement of the virtual agent, reviewing conversations from the Agent Quality Management panel.
- Human supervisors analyze interactions daily to refine performance.
- The most consulted categories (platform, collections, academic procedures, etc.) are constantly updated.
- These insights allow for enriching the knowledge bases and operational rules of the AI agents to achieve greater precision in responses and improve the success rate.
“The best part of working with Inconcert is that they did not just deliver a solution; they have supported us throughout the entire process. Inagent never stops improving because there is a team behind it that understands what we need and helps us ensure the technology adapts to us, not the other way around.”
Florencio Cueto Barojas,
Infraestructura Manager at UTEL
3. A model prepared to scale and evolve
Inagent does not only assist, it also allows for growth without being overwhelmed. UTEL can scale its operation during enrollment peaks, evaluations, or cycle closings without the need to expand staff. Furthermore, they are already developing new use cases:
- Voice agent for sales: to handle incoming calls with academic information and admission processes.
- Intelligent lead prequalifier: Inagent will manage automated calls to prospective students, qualify them with personalized questions, and refer only truly viable contacts to the academic advisor. All of this with complete integration with Infunnel and access to detailed information about degrees, prices, financing, and study modalities.
Additionally, Inagent allows for adapting support resources to seasonal demand without increasing costs: during high-demand periods, AI agents absorb the volume without the need to scale the human team. Because for UTEL, every conversation matters. And now they have the technology to ensure none are lost… and all add value.
Results that speak for themselves
Since Inagent was implemented, the impact has been clear:
- The automated resolution rate went from 30 % to 83 %, significantly reducing the contact center workload.
- In just one month, more than 375.000 messages were managed. Over three months, more than 102.000 complete conversations were carried out via webchat and 77.000 via WhatsApp.
- The AI voice channel was activated and has already exceeded 500 resolved conversations in its first month.
- The student experience has improved notably: more speed, less friction, and greater precision in responses.
