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AI agent · Customer Service

Smart Post-Service Follow-up

See how post-sale and post-service follow-up is evolving in organizations with AI agents.

  • Prebuilt agent Ready to use, we do not start from scratch.We start from an agent prepared for this process and configure it with your rules, your systems and your way of working.
  • Best practices Built in from day one.The agent's instructions incorporate the process practices we have applied when automating it in different organizations.
  • Configured by experts Functional and technology consultants.Specialized consultants support the configuration, integration, testing and go-live of the agent in your operation.
  • Agent platform Workforce AI.The agent runs on Workforce AI, GIITIC's own platform that centralizes security, permissions, audit, usage and administration of all your agents.
  • Process experience Processes + technology + enterprise software.Behind every agent are years of experience implementing enterprise software and automating processes in companies across Latin America.
  • GIITIC software ecosystem The tools the agent needs.We integrate with your current systems and, if you are missing one, the GIITIC ecosystem provides the modules the agent needs to query and act.
Let's talk about your processSee how the process changes
The current challenge

How it is done today, and why it is no longer enough

Customer experience is getting worse: in Forrester’s 2024 CX Index, the quality of experience in the United States fell to its lowest level and 39% of brands declined significantly.

  • Late follow-up
  • Customers who don’t answer
  • Surveys that say nothing
  • Answers in spreadsheets
  • Issues that never get escalated
  • No view of the causes
Meet your agent

Smart Post-Service Follow-up agent

Smart Post-Service Follow-up agent, an artificial intelligence agent

I'm an artificial intelligence agent trained by experts, ready to use and built with best practices. I am here to contact every customer after a sale or a service, talk with them about their experience and measure their satisfaction at the right moment. If something didn’t go well, I detect it and escalate it to you immediately with the conversation and a proposal.

Prebuilt, but adaptable to each organization.

How I work

  1. I detectClosed sales and servicesI identify every delivery, installation, visit or resolved case that needs follow-up.
  2. I understandCustomer contextI review what was sold or serviced, who did it and the customer’s history before reaching out.
  3. I analyzeConversation with the customerI interview them by WhatsApp, phone call or email and dig deeper when their answer is vague.
  4. I decideSatisfaction and issuesI measure their satisfaction and recognize complaints, pending failures or the risk of losing them.
  5. I executeImmediate escalationI create the case with the conversation and escalate it to the person responsible according to your rules.
  6. I verifyClosing the loopI confirm to the customer that their issue is in someone’s hands and consolidate the causes.
Results

Results you can achieve

of leaders contact unsatisfied customers within 48 h
61%Companies with an effective NPS system, compared with 34% of those that rate theirs as ineffective (about 130 companies).Source: Bain & Company, Loyalty Insights, 2016
in the value customers perceive
+9%Proactive service increases it, as long as the message resolves their questions: otherwise, 66% of customers contact you again.Source: Gartner, survey of more than 4,800 customers, 2022
answer AI follow-up questions
85%According to the vendor, with 42% richer feedback and no increase in survey abandonment.Source: Qualtrics (vendor)
cut their spending after a bad experience
53%According to the vendor, more than half of consumers reduce or stop spending after a bad experience.Source: Qualtrics XM Institute (vendor), 2024

Reference values based on benchmarks and comparable scenarios. Results depend on the characteristics of each operation and are not guaranteed results.

Greater speed, higher quality, lower costs

  • Greater speed

    Automate tasks and connect your information so your team responds sooner and your processes move forward without waiting.

    • Contacts the customer at the right moment after every sale or service
    • Escalates issues in minutes, without waiting for the weekly batch of calls
    • Reaches all customers at once, at the time that suits them
    • Lets the customer know their issue is already in the hands of the person responsible

  • Higher quality

    Standardize the work and control every step so your information is reliable and your results are consistent.

    • Talks with every customer and digs into why they gave their rating
    • Applies the same questions and satisfaction criteria in every contact
    • Records every answer with its context: what was sold, who handled it and when
    • Consolidates the causes of dissatisfaction by service, location or team

  • Lower costs

    Reduce rework, errors and manual work so your operation delivers more with the same resources.

    • Reduces the hours spent calling customers and transcribing surveys
    • Detects at-risk customers in time, before they stop buying
    • Reduces complaints that arrive late and cost more to resolve
    • Frees the team to win back customers and improve the service
Before and now

Artificial intelligence in post-sale and post-service follow-up

Before

  1. 11:00 a.m.MilestoneThe technical service visit at the customer’s home is closed
  2. 11:00 a.m.Lost timeThe follow-up call is left for the week’s batch45 h
  3. 8:00 a.m. · day 3PersonPulls the list of closed services and prepares the calls15 min
  4. 8:15 a.m.Lost timeCalling shift according to the list2 h
  5. 10:15 a.m.PersonCalls the customer; no answer, leaves a message5 min
  6. 10:20 a.m.Lost timeWaits for the customer to call back4 h
  7. 2:20 p.m.PersonInterviews the customer: the equipment is noisy10 min
  8. 2:30 p.m.PersonRecords the survey in a spreadsheet5 min
  9. 2:35 p.m.Lost timeThe issue waits for the next day’s service meeting18 h
  10. 8:35 a.m. · day 4PersonCreates the case for technical service10 min
  11. 8:45 a.m. · day 4MilestoneIssue escalated to technical service

Now

  1. 11:00 a.m.MilestoneThe technical service visit at the customer’s home is closed
  2. 11:00 a.m.Lost timeFollowing your rule, the agent waits for the customer to use the equipment2 h
  3. 1:00 p.m.AgentContacts the customer by WhatsApp and interviews them about the service5 min
  4. 1:05 p.m.AgentDetects the dissatisfaction about the noise, creates the case with the conversation and escalates it< 1 min
  5. 1:06 p.m.Lost timeThe service coordinator finishes their current task30 min
  6. 1:36 p.m.PersonReviews the agent’s summary and schedules the team’s review5 min
  7. 1:41 p.m.AgentTells the customer about the scheduled visit and records the survey< 1 min
  8. 1:42 p.m.MilestoneIssue escalated and customer informed the same day

Tangible results in your operation

IndicatorBeforeNowFactor
End-to-end cycle time≈ 70 h≈ 2.7 h×26
Human work time45 min5 min×9
Waiting time69 h2.5 h×28
Human intervention100%≈ 12%÷8
Team capacity1×≈ 8××8

Illustrative reference scenario. Times depend on each operation and are validated with your data.

How work evolves

Your team moves from operating to deciding

The capacity the agent frees up goes to analysis, decisions, relationships, exceptions, improvement and innovation.

  1. No more low-value manual tasks

    • Building lists of customers to call
    • Calling customers who don’t answer several times
    • Transcribing surveys into spreadsheets
    • Creating cases by hand from what the customer said
    • Consolidating answers for the monthly report

  2. The team adds value to the operation

    • Win back unsatisfied customers with the context the agent prepares
    • Analyze the causes of dissatisfaction and prioritize improvements
    • Give technicians, salespeople and locations feedback based on concrete data
    • Adjust the follow-up questions, timing and escalation rules
    • Recognize the teams with the best experiences

  3. Your team's professional growth

    • Customer recovery managerHandles the issues the agent escalates and closes the loop with each customer.
    • Agent supervisorReviews the quality of the conversations, adjusts questions and rules and governs the agent’s knowledge.
    • Customer experience analystTurns the causes of dissatisfaction into service improvements.
Enterprise knowledge

Agents are only as good as the knowledge and context they handle

It is one of the great challenges of enterprise artificial intelligence (AI): an agent without clear rules, reliable data and business context makes mistakes or stops. That is why knowledge is prepared, governed and improved as part of the project.

  • Products and services sold, with their delivery terms
  • Question script and satisfaction scales by type of service
  • Contact timing based on the type of sale or service

The knowledge this agent handles

  • Escalation rules by severity, customer and service
  • People responsible by location, team or type of issue
  • History of each customer’s purchases, services and surveys

60%

of AI projects without AI-ready data will be abandoned through 2026, according to Gartner. Gartner, “Lack of AI-Ready Data Puts AI Projects at Risk,” February 2025

Workforce AI helps you prepare, govern and improve it

  • Instructions prebuilt by experts
  • Process best practices
  • Tools to create and capture knowledge
  • Knowledge management
  • Integration with your current sources
  • Enrichment of existing knowledge
  • Ongoing updates
  • Knowledge governance
  • Continuous learning and improvement
Integration

We integrate with your environment

We connect the agent with virtually any application, API, service or data source in your company, whether GIITIC or third-party systems.

Integrations this agent requires

  • Contact channelsWhatsApp, phone calls, SMS and email to talk with the customer after the sale or the service.
  • Sales and service ordersYour ERP, point of sale or service system: what was sold or serviced, when and by whom.
  • Cases and CRMYour CRM or help desk (Salesforce, Zendesk or other) or GIITIC: case creation and satisfaction records.
Artificial intelligence (AI) chip

Your agent, connected to your operation

Base systems for agents

If you do not have the base system, we provide reduced versions of GIITIC modules with the capabilities the agent needs to work.

  • Customer Service for agentsA streamlined version of GIITIC Customer Service: cases, owners and surveys that the agent creates and records.
  • CRM for agentsA streamlined version of GIITIC CRM: customers, history and opportunities that the agent checks and updates.
  • Communication Center for agentsA channel inbox where the agent talks with the customer and hands off to a person when needed.
  • Applications and ERP
  • APIs and web services
  • Databases and files
  • MCP (Model Context Protocol), when applicable

An agent needs software tools to query information and carry out actions. Without them, it stays a conversation. That is why we cover both paths: connecting to what you already have or giving you what you are missing.

See GIITIC integrations

95%

of organizations struggle to integrate AI into their existing processes. MuleSoft (Salesforce), Connectivity Benchmark Report 2025, study sponsored with Vanson Bourne and Deloitte Digital

Workforce AI · Central governance platform

Today it is one agent, tomorrow dozens

Every area will add agents working at the same time. Workforce AI is the control center of your digital workforce, not an isolated script.

Explore Workforce AI
  • Agent creation and management
  • Security, identities and permissions
  • Policies and human oversight
  • Traceability and audit
  • Observability, quality and results
  • Models, tokens, usage and costs
  • Continuous updates to new AI models and features
Map of the Americas with the United States, Mexico, Guatemala, El Salvador, Costa Rica, Panama, Dominican Republic, Colombia, Venezuela, Ecuador, Peru, Bolivia, Chile and Argentina connected from Colombia
Our track record

Global experience at your service

Years of experience
15+
Companies in Latin America
850+
Countries
10+
Integrations
100+
ERP and ERP+ modules
40
AI agents
20+
Learn more about usWhy is GIITIC the ideal partner?

Companies that trust GIITIC

Frequently asked questions

Questions about Smart Post-Service Follow-up

Which customers does the artificial intelligence agent contact, and when?
The customers of the sales, deliveries, installations, visits or cases you define, at the moment you configure for each type: hours or days later, depending on when the customer can already give an opinion. Channels and timing are confirmed when the project is sized.
What happens when a customer is unsatisfied?
The agent creates the case with the full conversation and escalates it immediately to the person responsible according to your rules; then it tells the customer their issue is in someone’s hands. Your team provides the solution.
How is it different from a traditional survey?
The agent has a conversation: it asks, listens and digs deeper when an answer is vague, instead of asking only for a rating. That way you know why each experience went the way it did and can act in time.
Do I need GIITIC, or can I use my current systems?
You can use your systems. The agent integrates with your ERP, point of sale, CRM or help desk through APIs, services, files or MCP where applicable. If you don’t have the underlying system, we provide agent modules with the capabilities it needs.
How does it adapt to my services and questions?
The agent is prebuilt, but our consultants configure it with your services, questions, scales, contact timing and escalation rules, and test it with your cases before putting it to work.
Who controls what the agent does?
Workforce AI centralizes permissions per agent, human approvals, traceability of conversations and decisions, statuses and errors, auditing and usage control. You define whom it contacts, what it asks and what it escalates.
How long does implementation take and how much does it cost?
It depends on your channels, systems, volume and rules. Starting from a prebuilt agent avoids developing from scratch. First we talk and size the project with you; then we prepare the proposal. We do not publish prices.
What happens to my service team?
They stop calling customers and transcribing surveys, and spend their time winning back unsatisfied customers, analyzing causes and improving the service. The agent expands their capacity; it does not leave them without control.
Next step

Ready to see your agent work in your process?

Let's talk about your operation. A consultant will review your process, your systems and your knowledge, and show you how the agent would work with your rules.

  • Demo of the agent with cases from your process.
  • Review of your systems and the available knowledge.
  • Estimate of the scope and the next step.

Let's talk about your process

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