Case study

Mexico’s SAT optimizes up to
86% of its costs using chatbot and
inConcert omnichannel

In 2020 the SAT reached the record figure of 80 million active taxpayers in the system, processing 100,000 queries per day. Thanks to this project, they internalized their contact center and grew their digital attention span by 500%.

  • Industry
    State Agency
  • Positions
    344
  • Operations
    Mexico
86%

lower care costs

200.000

queries answered per
month with automation

491

hourly queries
at peak times

30%

TMO reduction

8.000

more questions
to the smart bot

500%

increases attention
span in RRSS

73%

increases attention
span over the phone

78%

increases chat
attention span

86%

lower care costs

200.000

queries answered per
month with automation

491

hourly queries
at peak times

8.000

more questions
to the smart bot

500%

increases attention
span in RRSS

73%

increases attention
span over the phone

30%

TMO reduction

78%

increases chat
attention span

86%

lower care costs
 

200.000

queries answered per
month with automation

491

hourly queries
at peak times

30%

TMO reduction
 

8.000

more questions
to the smart bot

500%

increases attention
span in RRSS

73%

increases attention
span over the phone

78%

increases chat
attention span

Hablan los protagonistas

Let’s hear from the protagonists

“Since the OrientaSAT implementation, the waiting time of taxpayers was eliminated and they were able to evacuate more and more doubts, thanks to the constant training of the chatbot. Convertia executed the chatbot’s native integration with inConcert’s omnichannel contact center platform, significantly improving taxpayer service and resolving their queries more accurately.”.

Hugo Fernando Huesca,
Program Manager

Features
  • Inbox omnicanal
  • Chat
  • Social Media
  • 24/7 smart chatbot
  • Voice blasters
  • SMS
  • Email automation
  • IVR
  • Surveys
  • Intelligent call distribution
  • Monitoring and quality module
Solutions

InConcert
Contact Center

InConcert Conversational Bot

InConcert Speech Analytics

Features
  • Inbox omnicanal
  • Chat
  • Social Media
  • 24/7 smart chatbot
  • Voice blasters
  • SMS
  • Email automation
  • IVR
  • Surveys
  • Intelligent call distribution
  • Monitoring and quality module
Solutions

InConcert
Contact Center

InConcert Conversational Bot

InConcert Speech Analytics

The challenge

The SAT’s citizen service was based on an outsourced service center, operated by agents who attended to queries via chat and telephone.

In order to improve citizen service, and facing an enormous volume of inquiries from taxpayers referring to the Annual Declaration of Natural.

Persons 2020, the SAT sought to establish a more agile, efficient, and profitable contact strategy.

SAT goals
  • Internalize the attention through its own omnichannel contact center, expanding the channels of attention to citizens so that they could complete the procedures of the Annual Declaration. Besides the phone, they needed to incorporate digital channels such as social media and chat.
  • Automate 24-hour service through an intelligent chatbot that accelerates service processes.
  • Optimize attention with tools focused on increasing productivity.
A more agile, efficient, and
cost-effective contact strategy
Dstacado
A more agile, efficient, and cost-effective contact strategy

Solution

inConcert provided the technology to improve the SAT help center. New service channels, advanced functionalities for query management and self-service solutions were included, all on a single platform.

Within these solutions, orientaSAT stands out, an intelligent chatbot who had a positive reception by citizens and public opinion.

Contact center

Using inConcert’s software, SAT formed a 344-position omnichannel contact center with these functionalities. Emails, SMS and voice blasters with information and notifications to taxpayers were automated:

  • Links to the MARCASAT, a telephone number that automatically triggers the call to the corresponding area.
  • Reminders on the procedures’ status and deadlines for tax returns.
  • Invitations to review your “Tax Mailbox” on the SAT website.
  • Instructions for refund requests.

IVR
A pre-service telephone browser that transfers the user to the most appropriate area to solve their case was created. inConcert transferred to the SAT the necessary knowledge to build its own virtual assistant on the omnichannel platform, by using ASR (voice recognition) technology.

Surveys
From the taxpayers’ database, those who maintained contact with the SAT are segmented and loaded into the dialer. This automates outgoing calls and transfers them to an agent to conduct the survey, knowing their level of satisfaction with the SAT service.

Quality Module
A quality module was developed to monitor the service, ensuring compliance with service levels and adherence to required policies.

OrientaSAT

For the OrientaSAT development, a specialized team was formed, in charge of 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.
  • The web portal of the Annual Tax Return for Individuals
  • Both are accessible from your computer, tablet or mobile.

Both are accessible from your computer, tablet or mobile.

How does OrientaSAT work?

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

  • It interprets the user’s natural language, detects their intention and gives them the most appropriate response 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 8,000 possible questions from the taxpayer.
  • In case of being unable to solve an issue, they can detect that human intervention is required. The bot will transfer the interaction to a specialized agent, who would receive the conversation through the same chat channel, accompanied by the previous context in order to provide effective and personalized attention within the available time.
  • The bot can continue its training and “learn” from each interaction to solve more and more problems in a more complete way.

Results

The internalization of the SAT contact center and the implementation of the OrientaSAT allowed the service improvement to the taxpayer and substantially optimize the customer support cost.

900

replies added to the chatbot

8.000

different questions resolved by the chatbot

491

hourly queries
during peak times

491

hourly queries during peak times

Main results
  • Improved user experience by eliminating waiting times. The service is automated and available 24/7, every day of the year.
  • Automated attention of almost 200,000 monthly queries, reaching an average of 491 queries per hour at peak times.
  • Phone: 73% increase in customer support effectiveness and 30% reduction in service time. Chat: 78% increase in capacity to handle chat queries and 45% reduction in service time. Social networks: Volume of attention was multiplied
    by 5.
SAT optimizes up to 86% of
its costs with the inConcert digital transformation project
Dstacado
SAT optimizes up to 86% of its costs with the inConcert digital transformation project

SAT

The Tax Administration Service (SAT) is a decentralized body of the Ministry of Finance and Public Credit (SHCP) of Mexico. They are responsible for applying taxes and customs legislation so that natural and legal persons contribute proportionately and equitably to public expenditure.

*Project developed in partnership with Convertia.

  •  
    Industry: State Agency
     
  •  
    Positions: 344
     
  •  
    Operations: Mexico