STARPRESTA + YCloud: Transforming Customer Support with AI Automation

Background

STARPRESTA is a Mexico-based fintech company offering flexible, small-amount loans to consumers—serving as a more accessible and adaptive alternative to credit cards. The company operates primarily through its mobile app, where identity verification and customer service are mission-critical components of the user experience.

As STARPRESTA scaled, so did the complexity and volume of customer support demands. The team sought a solution that could handle a high volume of repetitive queries, maintain fast response times, and reduce the cost burden of growing their support team. That’s where YCloud came in.

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Challenges

• Surging customer support volume, especially during application and repayment periods.

• Manual support responses were too slow (avg. 40+ minutes response time from human agents).

• Limited staffing capacity to scale support during rapid growth.

• High support costs with diminishing return on agent efficiency.

• Poor visibility into customer history during escalations, slowing down resolution time.

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The YCloud Solution

STARPRESTA partnered with YCloud to power a full-service WhatsApp-based customer engagement system:

• AI Chatbot as First-Contact Agent
  All inbound WhatsApp inquiries are first handled by an AI chatbot that provides instant responses and attempts resolution before escalating to human agents if needed.

• OTP Delivery via WhatsApp
  Identity verification is seamlessly handled through WhatsApp, providing users a secure and convenient entry point into the app.

• Automated Workflows for FAQs
  YCloud’s no-code flow builder automates answers for common queries like loan status, credit limit increases, repayment dates, and overdue policies.

• AI-Powered Summarization for Human Agents
  For conversations that do escalate, agents are given a concise AI-generated summary of prior chat history and intent—eliminating the need to scroll or repeat questions.

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Results & Key Metrics

✅ 55% of Conversations Fully Resolved by AI

Each month, over 10,000 customer support conversations are handled entirely by YCloud’s AI chatbot—without any agent intervention. These represent more than half of all WhatsApp inquiries and have drastically lightened the load on human staff.

✅ 70% Reduction in Repetitive Workload for Human Agents

Beyond fully resolved chats, the AI chatbot and automated workflows also address parts of conversations that still involve humans. Combined, they deflect 70% of the repetitive or procedural tasks, allowing human agents to focus on edge cases and higher-value support needs.

✅ 98% Cost Reduction in Customer Support Operations

STARPRESTA’s monthly AI cost is very low comparing to employing a full human team to manage equivalent volume of customer inquiries. The result: STARPRESTA operates its core support function at ~2% of traditional cost.

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Conclusion

YCloud enabled STARPRESTA to evolve from a conventional support model into an AI-first, WhatsApp-native customer experience. By combining instant messaging, smart automation, and deep NLP capabilities, STARPRESTA now delivers fast, accurate, and cost-efficient service at scale—freeing up internal resources and improving user satisfaction at every stage.