Meet WOOGO, the AI Chat Assistant

We built a virtual assistant to improve WOO's Customer Service

Gen AI

Telco

WOO, the telecommunications operator, asked for our help to improve customer service efficiency and reduce the number of phone calls. Together, we built WOOGO, an AI chat assistant integrated into Woo’s site and app, helping customers solve problems faster while reducing costs.

Implementation time:

2-3 months

conversations contained monthly

50k

savings since launch

€500k

handover rate reduced by

45%

data since launch

The Opportunity

The company knew it needed to make customer service faster, but was blocked by:

High Call Volume

Customer service teams were overloaded with calls, with a 55% handover rate to human agents

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Scattered Information

Outdated and fragmented Internal databases make it difficult to provide consistent and fast answers

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Long response time

Clients often faced delays and inefficiency, leading to slower resolutions and higher support costs

The Solution

We built WOOGO, an AI-powered chat assistant for Woo’s website and app. Designed to reduce call volume while keeping human oversight when needed, it helps customers and non-customers solve issues directly in chat, retrieving accurate answers from internal knowledge bases.

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Developed side by side with internal teams, the project involved cleaning databases, updating FAQs, and building a monitoring and alert system that allows operators to step in whenever necessary. This not only ensured higher success rates but also greater trust in the tool.

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WOOGO distinguishes between generic and authenticated chats, provides secure access to client data when required, and guarantees seamless handover to agents. Continuous retraining and feedback loops have improved accuracy and reduced handover rates, making the assistant more efficient and reliable over time.

Meet the team of this project

Olivier Paulo

Tech Lead

Pedro Fonseca

AI Engineer

The Impact

With WOOGO, Woo achieved a significant drop in handover rates from 55% to 29%, meaning 26% more conversations are now solved directly in chat.
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Each month, the assistant handles around 56.000 conversations for more than 32.000 users, helping to contain about 40,000 requests that would otherwise reach call centers. This allows human agents to focus on cases where their expertise adds real value, while generating monthly savings of about €37k and over €500k since launch.

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Customers benefit from faster service, with an average response time of 4.6 seconds and accuracy close to 90%. Beyond financial and operational gains, continuous retraining and feedback loops keep improving results, making the system more reliable and effective over time.