How AI Analysis Revealed that 62% of Contacts Were About Technical Support and Created a Roadmap to Reduce Repeat Contacts by 50% | Real Case Study
In-depth analysis identified that more than 80% of volume is not in opening tickets, but in execution and follow-up. Invisible bottlenecks: incomplete documentation, WhatsApp that transfers problems, and third-party service providers without clear SLAs.
Contact Distribution by Demand Type
We analyzed thousands of interactions to map where the real problem lies
Contact Reason Concentration
Analysis revealed that most of the volume is not opening work orders, but follow-up:
| Demand Type | Percentage |
|---|---|
| Corrective technical support (defect) | 62% |
| Work order follow-up / delay / part / visit not performed | 21% |
| Technical support location / warranty | 9% |
| Installation (scheduling, question, benefit) | 5% |
| General questions / parts / accessories | 3% |
Key Insight
The Invisible Bottlenecks That Generate Repeat Contacts
AI analysis revealed six critical clusters that explain low resolution and high recurrence
Part / Billing Delay
High FrequencyRecurring evidence: "in billing", "awaiting part", "30+ days", "no technician response"
Multichannel Communication Failure
Very High FrequencyCustomer doesn't receive email, wrong WhatsApp, link doesn't arrive, system doesn't confirm receipt
Reopening / Rework
High FrequencyCustomer calls several times for the same case, work order doesn't progress, documentation requested multiple times
Excessive Dependence on Human WhatsApp
High FrequencyWhatsApp offered as solution, but becomes bottleneck: wrong numbers, undelivered messages, lack of confirmation
Third-Party Service Providers Without Clear SLA
High FrequencyVisit not performed, cancelled without notice, no post-visit feedback, poor installation causes warranty loss
Excessive Collection of Repeated Data
Very High FrequencyTax ID, address, photos, invoice requested multiple times. Customer doesn't understand what to send.
Result
Implementation Roadmap
Strategy structured in three phases with quantified gains
Short Term
0-30 days
Goal: Reduce Repeat Contacts, AHT and Immediate Friction
- Mandatory intelligent checklist before opening work order: Valid invoice? Mandatory minimum photos? Product under warranty?
- Automatic receipt confirmation: "We received your documents" / "Missing X to proceed"
- Single standardized document message: Eliminates fragmented requests
- Clear work order status label: "Awaiting documents" / "Awaiting billing" / "Awaiting service"
Expected Gains:
- Repeat contacts: –20 to –25%
- AHT: –10 to –15%
- FCR: +10 percentage points
- NPS: +8 to +12 points
Medium Term
30-90 days
Goal: Scale Efficiency Without Scaling People
- Automatic contact monitoring: Detect "delay", "frustration", "recurrence"
- Intelligent routing: Critical cases don't return to standard queue
- Work order tracking portal for customer: Real-time status
- Minimum contractual SLA with service providers: First contact attempt, post-visit feedback
Expected Gains:
- Repeat contacts: –35 to –45%
- Total call volume: –20 to –30%
- FCR: 45–55%
- Escalation to consumer protection agencies: –40%
Long Term
90-180 days
Goal: Change the Operational Model
- Assisted remote diagnosis (video + AI): Avoids unnecessary visits
- Automatic pre-diagnosis: Classifies defect before work order
- Risk score per work order: Prioritizes cases with high reputational impact
- Structured feedback per service provider: Data-based deaccreditation
Expected Gains:
- FCR: 65–75%
- Average resolution time: –30 to –40%
- Cost per service: –25 to –35%
- Sustainable NPS: +20 to +30 points
- Customer trust in brand
Operational Gain in 6 Months
Expected impact after complete roadmap implementation
Current Situation vs. 6-Month Projection
| Indicator | Today (Estimated) | 6-Month Projection |
|---|---|---|
| FCR (First Call Resolution) | ~22% | 65% |
| Repeat contact | ~50% | <25% |
| Average AHT | High | –30% |
| External complaints | Medium/High (~6-8%) | –50% |
| Operational cost | High | –30% |
Strategic Final Insight
The Three Problems That Impact Most
WhatsApp Is Not Reducing Effort
WhatsApp is offered in almost 100% of calls. However: wrong numbers, undelivered messages, broken links, lack of automatic confirmation.
WhatsApp transfers, doesn't solveDocumentation Is the Biggest Invisible Bottleneck
Incomplete invoice, missing retailer tax ID, wrong or insufficient photos. Customer doesn't understand what to send.
Work order doesn't open, part doesn't bill, SLA starts lateThird-Party Service Providers Are the Biggest Reputational Risk
Cancelled visits, lack of feedback, poor installation causes warranty loss. Customer doesn't differentiate brand vs. authorized dealer.
Brand absorbs dissatisfactionAI-Powered Interaction Analysis by CYF
Behind each insight is our analysis platform — transforming thousands of conversations into actionable intelligence for after-sales
Our Solution
We use automatic call transcription + large language models (LLMs) + hybrid AI pipelines to understand:
- Where customers really get stuck (documentation, communication, service providers)
- Repeat contact patterns and their root causes
- Invisible bottlenecks that the front line doesn't see
- Third-party service providers that generate reputational risk
This combination of audio, text and artificial intelligence reveals insights like "62% in technical support" and "80%+ in follow-up" — transforming after-sales into strategy.
