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How Celerity Reduced Branch Workload by 70% with a Self-Service AI Avatar

MindLab Team
How Celerity Reduced Branch Workload by 70% with a Self-Service AI Avatar

Celerity, the #1 internet provider in Ecuador, serves thousands of customers daily across its physical branches and digital channels.

But as demand grew, so did the pressure on in-branch teams.

The Challenge

Customers visited branches for everyday needs like:

  • Account reactivation
  • Payments
  • Technical support
  • General assistance

This created:

  • Long waiting times
  • High operational load
  • Limited scalability without increasing headcount

Result:
⏱️ High wait times
👥 Overloaded staff
⚠️ Inconsistent customer experience

The Solution: A Self-Service AI Avatar

MindLab implemented a MetaHuman-powered AI Avatar capable of delivering real-time, human-like conversations across:

  • 🏢 Physical branches (on-site avatar kiosks)
  • 💬 Digital channels (web & messaging)

The avatar is designed to:

  • Reactivate customer accounts
  • Process QR-based payments
  • Provide technical support
  • Assist with general inquiries

All through a natural, face-to-face conversational experience.

Real Experience

A customer walks into a branch needing to restore their internet service.

Here’s what happens:

  1. The customer approaches the avatar
  2. The avatar greets them and understands the request
  3. Verifies identity
  4. Reactivates the account
  5. Offers payment via QR if needed
  6. Confirms resolution

No human intervention. No waiting.

The Impact

  • 📉 70% reduction in branch workload
  • ⚡ Significant decrease in waiting times
  • 😊 Higher CSAT and customer satisfaction
  • 📈 Scalable service without increasing staff

Why This Matters

This is not just automation.

This is AI as a front-line employee.

Instead of:

  • Static kiosks
  • Limited self-service portals
  • Overloaded human agents

Celerity now delivers:
👉 Human-like interaction
👉 Real-time problem solving
👉 Consistent experience across channels

The Bigger Shift

Most telecom providers still rely on:

  • Call centers
  • Basic chatbots
  • In-branch human dependency

But customer expectations have changed.

They want:

  • Instant resolution
  • No friction
  • Human-level interaction

Celerity is proving that:
👉 AI avatars can handle real operations
👉 Physical branches can scale without more people
👉 Experience and efficiency can improve at the same time

Final Thought

The future of customer service isn’t just digital.

It’s human-like AI, everywhere the customer is.

Hashtags

#AI #CustomerExperience #Telecom #DigitalTransformation #GenAI #Automation #CX #Metahuman #CustomerService #MindLabAI