Idioma · Language · Lingua

Agentic use cases

Abbie converses and executes the action in your systems.

20 end-to-end processes: sends the contract, collects and confirms the payment, schedules the appointment, tracks the shipment, opens the ticket and leaves everything recorded.

Abbie · speaking

Contract out for signature.

See the 20 cases Let's talk about your operations

01What an AIE agent does

It listens, reasons, acts and records.

It doesn't just answer: it executes actions in the company's systems and leaves evidence.

Step 1

Listens

Receives the request by voice, chat, WhatsApp or email, in natural language.
Step 2

Reasons

Identifies the intent, verifies identity and checks rules and authorized sources.
Step 3

Acts

Executes Abbi Actions in the systems: collects, sends, schedules, issues, dispatches.
Step 4

Records

Every step is saved in the system with its source. If something exceeds its mandate, it follows the route you configured (a human agent or a rerouting process).

Example: «I want to renew my policy» → Verifies identity → Looks up the policy → Updates the payment → Sends endorsement for signature → Issues the renewal → Sends documents.

02Action catalog

What Abbie can execute within her mandate.

It connects with the systems the company already has: CRM · ERP / core · Payment gateway · Electronic signature · Email · Calendars and schedules · Ticketing system · Courier API · Billing · Messaging and SMS · Telephony · In-house systems.

Abbi Action

Verify identity
Abbi Action

Generate payment link
Abbi Action

Confirm and apply payments
Abbi Action

Send contract for signature
Abbi Action

Send emails and documents
Abbi Action

Create, confirm and reschedule appointments
Abbi Action

Create and follow up on tickets
Abbi Action

Track and reschedule shipments
Abbi Action

Issue policies and documents
Abbi Action

Generate and resend invoices
Abbi Action

Dispatch providers and technicians
Abbi Action

Update the CRM

If the system doesn't exist, it is solved with an application or a microapp and connected through Abbi Actions. Actions are published by Abbiamo.ai; the company can restrict them, never expand them.

03Basis for the indicators

Six references support the figures in the 20 cases.

Where the productivity and cost reduction figures come from.

[1] Abbiamo.ai business case

2.15× · Service minutes per position

A human agent spends 46.5% of their paid hours in conversation; Abbie converses throughout her entire window.
See the source →
[1] Abbiamo.ai business case

−62% · Cost per service minute

Human agent, differential cost: $3.58 MXN per minute. Abbie: $1.35 MXN per minute.
See the source →
[2] Gartner, 2019

$8.01 vs $0.10 · Cost per contact (USD)

Agent-assisted channels (phone, chat, email) compared with self-service channels.
See the source →
[3] Gartner, 2025

80% · −30% · Agentic AI in customer service

Projection to 2029: 80% of common cases resolved without human intervention and 30% lower operating cost.
See the source →
[4] Brynjolfsson, Li and Raymond, NBER

+14% · AI assistance for the human agent

Cases resolved per hour across 5,179 support agents; +34% for new agents.
See the source →
[5] Hasvold and Wootton, 2011

−29% · Appointment no-shows

Reduction with automated reminders, in a systematic review of 29 studies.
See the source →

[1] comes from the reference business case in MXN and is recalculated with each company's costs. [3] is a projection, not a measured result.

Case 01Sales

Policy sales and issuance

Applies to Insurance · Assistance services · Extended warranties

Illustrative conversation

ClientI want to insure my car, how much will it cost?
AbbieWith your model and ZIP code, comprehensive coverage comes to $8,450 a year. Shall I issue it?
ClientYes, I'll pay by card.
AbbieDone: I've sent the contract for signature and the payment link to your email.

Abbie does not change rates or coverages: she uses the current ones.

What Abbie executes

Step	Action	System	Outcome
1	Verifies the customer's identity	CRM	Customer verified
2	Quotes with the current rate	Policy system	Quote with reference number
3	Sends contract for electronic signature	Electronic signature	Contract signed
4	Collects the first premium	Payment gateway	Payment confirmed
5	Issues the policy	Policy system	Policy active
6	Sends policy and receipt by email	Email	Delivered to the customer

Before, without an agent

An advisor quotes; the policy arrives days later
Printed or scanned contract
The payment is reconciled by hand

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 02Retention

Automatic policy renewal

Applies to Insurance · Memberships · Subscriptions

Illustrative conversation

AbbieHi, I'm Abbie, an AI assistant. Your policy expires on the 30th. Shall we renew it with the same coverage?
ClientYes, but I want to change the payment method.
AbbieDone. Automatic charge to your card ending in 4417. I'm sending you the renewed policy.

Always introduces herself as AI; the customer can ask for a person.

What Abbie executes

Step	Action	System	Outcome
1	Detects policies about to expire	Policy system	List of the day
2	Contacts by voice, WhatsApp or SMS	Messaging	Customer contacted
3	Updates payment method	Payment gateway	Automatic payment active
4	Sends endorsement for signature	Electronic signature	Endorsement signed
5	Renews and issues	Policy system	Policy renewed
6	Sends documents	Email	Delivered

Before, without an agent

Renewal depends on the customer calling
Policies expire without contact
Payment changes by form

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

2.15×service minutes per position compared with a human agent [1]

−62 %cost per service minute compared with a human agent [1]

Case 03Collections

Collections with payment confirmation

Applies to Banking · Telecom · Services · Credit retail

Illustrative conversation

AbbieI'm Abbie, an AI assistant. You have a balance of $1,280 due today. Shall I send you a payment link?
ClientYes, by WhatsApp.
AbbiePayment received. Your account is now up to date and I've sent you the receipt.

Hours permitted by regulation; no pressure; does not make up amounts.

What Abbie executes

Step	Action	System	Outcome
1	Checks balance and due date	Collections system	Current balance
2	Verifies identity	CRM	Account holder verified
3	Generates payment link	Payment gateway	Link sent
4	Confirms the payment online	Payment gateway	Payment confirmed
5	Applies the payment to the account	ERP / core	Account up to date
6	Sends receipt	Email / messaging	Receipt delivered

Before, without an agent

The collector makes a promise; the payment is reconciled days later
No confirmation to the customer
Repeated calls to people who already paid

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

2.15×service minutes per position compared with a human agent [1]

−62 %cost per service minute compared with a human agent [1]

Case 04Collections

Payment agreement with signature

Applies to Banking · Lending · Utilities

Illustrative conversation

ClientI can't pay it all this month.
AbbieI can offer you 3 payments of $2,100 under the approved conditions. Shall we make it formal?
AbbieI've sent you the agreement for signature. Once you sign, I'll schedule the payments and remind you of each date.

Outside her mandate, she hands over to a person; Caddie blocks incomplete closings.

What Abbie executes

Step	Action	System	Outcome
1	Verifies approved conditions	Collections rules	Valid options
2	Offers only authorized options	Abbi Actions	Option accepted
3	Generates the agreement	Collections system	Agreement with reference number
4	Sends for electronic signature	Electronic signature	Agreement signed
5	Schedules the payments	Collections system	Schedule created
6	Sends reminders	Messaging	Notices scheduled

Before, without an agent

An advisor puts the agreement together by hand
Signature in person or by email
No reminders for each payment

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

80 %of common cases resolved without human intervention (2029 projection) [3]

−30 %operating cost with agentic AI (2029 projection) [3]

Case 05Support

Tier-1 technical support

Applies to Telecom · Internet · Software · Devices

Illustrative conversation

ClientI haven't had internet since this morning.
AbbieI see your modem is offline. I'm going to restart it remotely, give me a minute.
AbbieThe signal didn't come back. I've scheduled a technician for tomorrow from 9 to 12 and sent you the confirmation.

Approved procedures only; escalates with the full context.

What Abbie executes

Step	Action	System	Outcome
1	Checks service status	Network / monitoring	Fault located
2	Runs remote diagnostics	Device platform	Test recorded
3	Restarts the device remotely	Device platform	Restart executed
4	Creates the ticket	Ticketing system	Ticket with reference number
5	Schedules a technician visit	Field schedule	Visit confirmed
6	Sends confirmation and reference number	SMS / email	Customer notified

Before, without an agent

Queues during fault peaks
Scripted diagnosis
The customer calls again for their reference number

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

2.15×service minutes per position compared with a human agent [1]

−62 %cost per service minute compared with a human agent [1]

Case 06Emergencies

Emergency and assistance service

Applies to Roadside assistance · Home · Insurance · Services

Illustrative conversation

ClientI got a flat tire on the highway.
AbbieAre you in a safe place? I'm locating your position and your assistance coverage.
AbbieTow truck assigned. It arrives in 35 minutes; I've sent you the license plate and tracking by SMS.

When there is a risk to life or health, she immediately transfers to a person or to emergency services.

What Abbie executes

Step	Action	System	Outcome
1	Classifies the urgency	Triage rules	Life-threatening risk → 911 / person
2	Validates the coverage	Policy system	Coverage in force
3	Locates the customer	Geolocation	Location confirmed
4	Dispatches the provider	Provider network	Service assigned
5	Shares the arrival time	SMS	ETA sent
6	Opens the file	Assistance system	Reference number recorded

Before, without an agent

Waiting on hold at the critical moment
Dispatch to providers by phone
No tracking for the customer

6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

2.15×service minutes per position compared with a human agent [1]

Case 07Logistics

Shipment tracking and rescheduling

Applies to E-commerce · Courier · Retail · Pharmacy

Illustrative conversation

ClientWhere is my order?
AbbieIt's out for delivery in your city; it arrives today between 14:00 and 18:00.
ClientI won't be home.
AbbieI rescheduled it for tomorrow from 9:00 to 13:00. I've emailed you the new window.

Reports only what the courier says; does not promise dates without backing.

What Abbie executes

Step	Action	System	Outcome
1	Identifies the order	Order system	Order located
2	Validates the shipment status	Courier API	Out for delivery
3	Reschedules the delivery	Courier API	New window
4	Updates the address if applicable	Order system	Address validated
5	Opens a claim if there is an issue	Ticketing system	Claim with reference number
6	Notifies the customer	Email / SMS	Customer informed

Before, without an agent

The customer checks the tracking number on another site
Rescheduling requires calling the courier
Claims by email without a reference number

6 actionsin 4 systems, executed and recorded by Abbie in a single contact [flujo]

80 %of common cases resolved without human intervention (2029 projection) [3]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 08Appointments

Scheduling with reminders

Applies to Healthcare · Services · Dealerships · Government

Illustrative conversation

ClientI need an appointment with the dermatologist.
AbbieI have Thursday at 10:30 or Friday at 17:00. Which do you prefer?
AbbieBooked. I've sent you the calendar invitation and I'll remind you a day before.

Does not give diagnoses or medical advice.

What Abbie executes

Step	Action	System	Outcome
1	Checks real availability	Scheduling	Open slots
2	Creates the appointment	Scheduling	Appointment recorded
3	Sends calendar invitation	Email	Invitation accepted
4	Sends requirements and preparation instructions	Email / messaging	Requirements delivered
5	Reminds and confirms	SMS / messaging	Attendance confirmed
6	Reschedules or releases the slot	Scheduling	Schedule updated

Before, without an agent

Phone line saturated during office hours
Manual reminders
Slots lost to no-shows

6 actionsin 4 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

−29 %no-shows with automatic reminders [5]

Case 09Onboarding

Customer onboarding with a digital contract

Applies to Banking · Telecom · Energy · Fintech

Illustrative conversation

ClientI want to sign up for the 500 Mbps plan.
AbbieI need your ID and a proof of address. You can upload them here.
AbbieDocuments validated. I've sent you the contract; once you sign it, I'll schedule the installation.

Exceptions only with human authorization; Caddie blocks incomplete files.

What Abbie executes

Step	Action	System	Outcome
1	Receives and validates documents	Identity validation	Complete file
2	Creates the customer	CRM	Customer registered
3	Generates the contract	Contract manager	Contract with reference number
4	Collects the signature	Electronic signature	Contract signed
5	Schedules the installation	Field schedule	Visit confirmed
6	Sends welcome message and contract	Email	Delivered

Before, without an agent

Documents by email or at a branch
Double data entry in several systems
Files returned for missing items

6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 10After-sales

Returns and refunds

Applies to Retail · E-commerce · Travel · Electronics

Illustrative conversation

ClientI received the wrong size.
AbbieYour purchase is within the 30-day policy. I'll generate the return label for you.
AbbieWe received the package. The $899 refund to your card is already in process.

Applies only the current policy; exceptions with human approval.

What Abbie executes

Step	Action	System	Outcome
1	Validates purchase and policy	Order system	Eligible
2	Generates the return label	Courier API	Label sent
3	Tracks the return	Courier API	Package received
4	Issues the refund	Payment gateway	Refund applied
5	Generates a credit note	Billing	Credit note issued
6	Confirms to the customer	Email	Customer informed

Before, without an agent

A form and a wait for authorization
Label by email days later
The customer asks about their refund

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

80 %of common cases resolved without human intervention (2029 projection) [3]

−30 %operating cost with agentic AI (2029 projection) [3]

Case 11Claims

Claim report (first notice of loss)

Applies to Auto insurance · Home · Medical expenses

Illustrative conversation

ClientSomeone crashed into me, what do I do?
AbbieIs anyone injured? If not, take photos of the damage and upload them here.
AbbieClaim opened. I assigned an adjuster and scheduled the inspection; I've sent you the reference number.

Coverage and payment decisions belong to the insurer.

What Abbie executes

Step	Action	System	Outcome
1	Asks about injuries	Triage rules	Injuries → person
2	Validates policy and coverage	Policy system	Coverage in force
3	Receives photos and data	Digital file	Evidence saved
4	Opens the claim	Claims system	Claim reference number
5	Assigns an adjuster	Claims system	Adjuster assigned
6	Schedules the inspection	Scheduling	Appointment confirmed

Before, without an agent

Long call to capture data
Photos by email or on site
Manual adjuster assignment

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

2.15×service minutes per position compared with a human agent [1]

Case 12Sales

Lead qualification and sales scheduling

Applies to B2B · Real estate · Automotive · Education

Illustrative conversation

ClientI'm interested in the service for 50 users.
AbbieWhen do you need it, and who makes the purchase decision?
ClientThis quarter, and I decide.
AbbieI've booked you with an advisor on Tuesday at 11:00 and sent you the presentation.

Does not negotiate prices outside the authorized list.

What Abbie executes

Step	Action	System	Outcome
1	Serves the prospect	Web / messaging	Need recorded
2	Qualifies with the client's criteria	Sales rules	Qualified prospect
3	Creates the opportunity	CRM	Opportunity open
4	Books time with the salesperson	Calendar	Meeting confirmed
5	Sends the presentation	Email	Material delivered
6	Follows up	Messaging	Reminder sent

Before, without an agent

Prospects without a response after hours
Salespeople qualifying by hand
Data that never reaches the CRM

6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

+14 %cases resolved per hour with AI that assists the agent [4]

Case 13Service

Charge dispute and card block

Applies to Banking · Fintech · Store cards

Illustrative conversation

ClientI don't recognize a $3,200 charge.
AbbieI see it. To protect you, shall I block your card now?
AbbieCard blocked, dispute opened with a reference number and a replacement on its way to your address.

Dispute resolutions belong to the institution.

What Abbie executes

Step	Action	System	Outcome
1	Verifies identity with enhanced checks	Identity validation	Account holder verified
2	Looks up the transaction	Core banking	Charge located
3	Blocks the card	Core banking	Card blocked
4	Opens the dispute	Disputes system	Reference number issued
5	Requests a replacement	Card issuing	Replacement in progress
6	Sends reference number and timelines	Email / SMS	Customer notified

Before, without an agent

Waiting on hold with the card still active
The reference number is not always provided
Replacement in a separate call

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

2.15×service minutes per position compared with a human agent [1]

−62 %cost per service minute compared with a human agent [1]

Case 14Billing

Invoicing and invoice resending

Applies to Retail · Services · Restaurants · Gas stations

Illustrative conversation

ClientI need an invoice for my purchase yesterday.
AbbieWith your receipt and tax ID (RFC) I can generate it. Shall I use the tax details you already have on file?
AbbieDone, I've sent the PDF and the XML to your email.

Uses only the tax details the customer confirms.

What Abbie executes

Step	Action	System	Outcome
1	Locates the purchase	Point of sale	Valid receipt
2	Retrieves tax details	CRM	Details confirmed
3	Generates the invoice	Billing	Invoice stamped
4	Sends PDF and XML	Email	Delivered
5	Resends previous invoices	Billing	History sent
6	Escalates data errors	Ticketing system	Reference number if applicable

Before, without an agent

Portal or form per customer
Tax data entry errors
Resends via email to support

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

80 %of common cases resolved without human intervention (2029 projection) [3]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 15Support

Outage report and restoration notice

Applies to Energy · Water · Gas · Telecom

Illustrative conversation

ClientThere's no power on my street.
AbbieThere is an outage registered in your area. I'll add you to the report.
AbbieService was restored at 19:40. Do you have power at home now?

Reports only the times recorded in the system.

What Abbie executes

Step	Action	System	Outcome
1	Locates the address	Commercial system	Area identified
2	Cross-checks against widespread outages	Incident system	Existing outage
3	Creates or links the report	Ticketing system	Reference number linked
4	Dispatches a crew if it is isolated	Field management	Crew assigned
5	Announces the restoration	SMS / voice	Customer notified
6	Confirms and closes	Ticketing system	Report closed

Before, without an agent

Thousands of calls about the same outage
Duplicate reports
The customer doesn't know when service will be restored

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

2.15×service minutes per position compared with a human agent [1]

Case 16Sales

Plan change with an addendum

Applies to Telecom · Software · Gyms · Subscriptions

Illustrative conversation

ClientI want a plan with more data.
AbbieYou're eligible for the 30 GB plan at $399 a month, without changing your billing date. Shall I activate it?
AbbieActive as of today. I've sent you the signed addendum and your new billing details.

Offers only plans and prices from the current catalog.

What Abbie executes

Step	Action	System	Outcome
1	Validates eligibility	Billing / CRM	Available plans
2	Compares with the current plan	Plan catalog	Difference explained
3	Sends addendum for signature	Electronic signature	Addendum signed
4	Applies the change	Billing	Plan active
5	Sends billing details	Email	Delivered
6	Updates the CRM	CRM	History up to date

Before, without an agent

Changes only at a branch or with an advisor
Printed contract
Errors between CRM and billing

6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]

2.15×service minutes per position compared with a human agent [1]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 17Sales

Reservations with a deposit

Applies to Hospitality · Restaurants · Tourism · Events

Illustrative conversation

ClientDouble room for the 12th and 13th.
AbbieThere is availability at $2,100 per night. To secure it, I'll ask for a deposit of one night.
AbbieReservation confirmed with a deposit. I've sent you the confirmation and directions.

Rates and cancellation policies only from the reservation system.

What Abbie executes

Step	Action	System	Outcome
1	Checks availability and rate	Reservation system	Room available
2	Holds the reservation	Reservation system	Provisional reservation
3	Collects the deposit	Payment gateway	Payment confirmed
4	Confirms the reservation	Reservation system	Reservation confirmed
5	Sends confirmation	Email	Delivered
6	Reminder before arrival	Messaging	Arrival confirmed

Before, without an agent

Reservations only during front-desk hours
Deposit by bank transfer plus proof of payment
Cancellations without notice

6 actionsin 4 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

−29 %no-shows with automatic reminders [5]

Case 18Service

Procedures and case-number follow-up

Applies to Government · Universities · Notaries · Insurers

Illustrative conversation

ClientHow is my request 2026-4471 going?
AbbieIt is in document review; your proof of address is missing.
ClientI'll send it to you.
AbbieReceived and attached to your case number. I'll let you know when it moves forward.

Current official information only; always identifies herself as AI.

What Abbie executes

Step	Action	System	Outcome
1	Verifies the applicant's identity	Registry / CRM	Applicant verified
2	Checks the case status	Procedures system	Current status
3	Receives missing documents	Digital file	Document attached
4	Schedules an appointment if required	Scheduling	Appointment confirmed
5	Notifies every status change	SMS / email	Citizen notified
6	Records the interaction	Procedures system	Interaction audited

Before, without an agent

A line or a call to find out the status
Documents delivered at the counter
No notice of changes

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

80 %of common cases resolved without human intervention (2029 projection) [3]

$8.01 → $0.10USD per contact: agent-assisted compared with self-service [2]

Case 19Internal

Internal help desk (IT and HR)

Applies to Any company with more than 100 employees

Illustrative conversation

ClientMy system user got locked.
AbbieI verified your identity. I restored your access; you will receive a temporary password.
ClientI also want to request vacation.
AbbieRequest created for 3 days and sent to your manager for approval.

Approvals still belong to a person.

What Abbie executes

Step	Action	System	Outcome
1	Verifies the employee	Directory	Employee verified
2	Unlocks and restores access	Identity management	Access restored
3	Creates IT tickets	Service desk	Ticket with reference number
4	Records the vacation request	HR system	Request created
5	Sends for approval	Approval flow	Manager notified
6	Answers internal policy questions	Approved documents	Answer with its source

Before, without an agent

Tickets that wait hours for simple tasks
HR forms by email
Repeated questions to the same team

6 actionsin 6 systems, executed and recorded by Abbie in a single contact [flujo]

+14 %cases resolved per hour with AI that assists the agent [4]

−30 %operating cost with agentic AI (2029 projection) [3]

Case 20Sales

Follow-up on quotes and carts

Applies to E-commerce · Insurance · Dealers · Automotive

Illustrative conversation

AbbieI'm Abbie, an AI assistant. You left a quote for medical expenses insurance unfinished. Can I help you complete it?
ClientI had questions about the deductible.
AbbieThe deductible is $15,000 under your plan. Here is the link to purchase at the same price.

Only contacts people who gave consent and during permitted hours.

What Abbie executes

Step	Action	System	Outcome
1	Detects open quotes	CRM / e-commerce	Prioritized list
2	Contacts with consent	Messaging / voice	Customer contacted
3	Answers questions with approved sources	Approved documents	Question answered
4	Sends purchase link	Payment gateway	Link sent
5	Confirms the payment	Payment gateway	Sale closed
6	Updates the opportunity	CRM	Opportunity won

Before, without an agent

Quotes no one follows up on
Salespeople with no time for follow-up
Questions unanswered after hours

6 actionsin 5 systems, executed and recorded by Abbie in a single contact [flujo]

3.5×hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift [calculation]

−62 %cost per service minute compared with a human agent [1]

05How to start

A first complete flow, before scaling.

Step 1

Process diagnosis

Which systems exist, which data are authorized sources and which actions are enabled. The baseline is measured.
Step 2

Caddie guides, the human agent decides

The action is prepared and the human agent authorizes it. The Evaluation console measures the outcome.
Step 3

Abbie executes with confirmation

The same action, executed by Abbie after the customer's confirmation.
Step 4

More autonomy with data

Autonomy grows action by action, with the pilot's indicators as evidence.

To choose where to start: 2 or 3 cases from this catalog with the highest volume and available systems. The baseline is measured (process time, cost per contact, abandonment) and compared with the pilot.

06Sources and assumptions

Sources for the figures.

[1]: Abbiamo.ai reference business case (MXN, excluding VAT). Human agent 8 × 6: differential cost $20,800/month; 46.5% of paid time in conversation (shrinkage: LFT arts. 74 and 76, Dimension Data, ContactBabel). Abbie: $1.35 MXN per service minute. It is recalculated with each company's costs.
[2]: Gartner, Customer Service and Support Leader poll, press release of September 25, 2019: agent-assisted channels US$8.01 per contact; self-service US$0.10.
[3]: Gartner, press release of March 5, 2025: by 2029 agentic AI will autonomously resolve 80% of common customer service issues, with 30% lower operating costs. It is a projection.
[4]: Brynjolfsson, E., Li, D. and Raymond, L. (2023). Generative AI at Work. NBER Working Paper 31161. 5,179 support agents: +14% cases resolved per hour; +34% for new agents.
[5]: Hasvold, P. E. and Wootton, R. (2011). Use of telephone and SMS reminders to improve attendance at hospital appointments: a systematic review. Automated reminders: −29% no-shows compared with the baseline.
Cases: Generic processes based on the abbiamo.ai catalog. Illustrative conversations, not existing deployments; actions, channels and systems depend on each implementation.
[flujo]: Count of actions and systems in the flow described.
[cálculo]: Hours of coverage: 168 h/week compared with 48 h for an 8 × 6 shift.

Abbie is an AIE agent (Cognitive Autonomous Intelligent Entity); her image was created with AI.

Abbie converses and executes the action in your systems.

It listens, reasons, acts and records.

Listens

Reasons

Acts

Records

What Abbie can execute within her mandate.

Verify identity

Generate payment link

Confirm and apply payments

Send contract for signature

Send emails and documents

Create, confirm and reschedule appointments

Create and follow up on tickets

Track and reschedule shipments

Issue policies and documents

Generate and resend invoices

Dispatch providers and technicians

Update the CRM

Six references support the figures in the 20 cases.

2.15× · Service minutes per position

−62% · Cost per service minute

$8.01 vs $0.10 · Cost per contact (USD)

80% · −30% · Agentic AI in customer service

+14% · AI assistance for the human agent

−29% · Appointment no-shows

Twenty processes end to end.

A first complete flow, before scaling.

Process diagnosis

Caddie guides, the human agent decides

Abbie executes with confirmation

More autonomy with data

Sources for the figures.

A first complete flow, before scaling.