of the human cost in scope, removed in the first three months: external vendors plus the equivalent of 30–40 support headcount, across 9 countries.
official decision nodes reproduced byte-exact from ~40 rules. Every proposed change is scored against tens of thousands of real tickets before it ships.
resolution across tens of thousands of tickets, ~38 min median, after turning an informal WhatsApp channel into a measured operation.
LLM calls per message, collapsed into a single multimodal call. The classifier held 100% accuracy on a real-traffic eval.
social channels unified into one SLA-backed queue, built in 2.5 weeks, instead of the six-figure first-year contract we were about to sign.
customers in two years, through the institution's conversion into a bank.
cost per peso invested in marketing. CAC down ~50% over the same stretch.
back-to-back credit placement. Funnel conversion up ~52% off a rebuilt customer journey, daily acquisition up 40% off a referral program.
users, from concept. Founding team, backed by 500 Global (batch 19') and 99 Startups; I owned analytics on behavior, transactions and usability.