- Analytics & Modeling - Machine Learning
- Platform as a Service (PaaS) - Application Development Platforms
- Cement
- Construction & Infrastructure
- Procurement
- Sales & Marketing
- Construction Management
- Time Sensitive Networking
CEMEX is a global construction materials company committed to building a better future through sustainable products and solutions. The company is at the forefront of the circular economy within the construction value chain and promotes advanced processes using cutting-edge technologies. CEMEX offers cement, ready-mix concrete, aggregates, and urban solutions in fast-growing global markets. The company is driven by a multinational workforce focused on delivering a top-notch customer experience enabled by digital technologies. CEMEX is also committed to achieving carbon neutrality through constant innovation and industry-leading research and development.
CEMEX, a global construction materials company, was faced with the challenge of providing superior customer service across different countries and languages. The company has always prioritized customer experience and, in the wake of the pandemic, sought to strengthen its digital communication strategy. The goal was to provide alternatives to traditional channels and transform the way they interact with their customers. The challenge was to implement a solution that could serve all customer segments, especially those located in different countries or speaking other languages. The company also aimed to automate frequently asked questions (FAQs) and provide 24/7 customer service.
CEMEX implemented Aivo's conversational artificial intelligence platform to enhance its customer service. The company launched two bots, Olivia and PSB Professional Self Builders, to automate FAQs and provide round-the-clock customer service. Olivia, the CEMEX Go bot, assists customers with queries related to the platform, such as placing or changing an order, downloading an invoice, and checking balances. The bot also helps optimize the time and work of the customer and the sales force, contributing to the optimization of CEMEX's internal operations. The PSB Professional Self Builders bot has similar objectives, automating processes and simplifying procedures with artificial intelligence. When a bot cannot answer a question or a quote is requested, the query is automatically transferred to an agent during business hours. Otherwise, the bot sends a form for the customer to fill out, and the agent contacts them once they have returned to work.
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