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Aivo > Case Studies > CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries
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CEMEX Enhances Customer Support with AI, Achieving 90% Effectiveness Across Six Countries

Technology Category
  • Analytics & Modeling - Machine Learning
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Cement
  • Construction & Infrastructure
Applicable Functions
  • Procurement
  • Sales & Marketing
Use Cases
  • Construction Management
  • Time Sensitive Networking
The Challenge

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.

About The Customer

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.

The Solution

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.

Operational Impact

  • The implementation of Aivo's conversational AI platform has transformed CEMEX's customer service operations. The company has been able to provide personalized attention, optimize both the time and work of the customer and the sales force, and improve internal operations. The AI solution has also allowed CEMEX to monitor and store customer data to continue improving the service offered to them. Furthermore, the ability to scale and replicate the automation strategy in different countries has been a significant achievement for CEMEX. The company's success in this area was recognized at the Aivo Awards 2022 in the Outstanding Case of Global Expansion category.

Quantitative Benefit

  • CEMEX managed to automate 40 thousand queries in multiple countries with 90% effectiveness.

  • The average response time was 2 minutes and 10 seconds.

  • CEMEX's AI solution is now operational in six countries: Mexico, Spain, Colombia, the US, the Philippines, and the UK.

Related Case Studies.

Case Study
IoT System for Tunnel Construction
The Zenitaka Corporation ('Zenitaka') has two major business areas: its architectural business focuses on structures such as government buildings, office buildings, and commercial facilities, while its civil engineering business is targeted at structures such as tunnels, bridges and dams. Within these areas, there presented two issues that have always persisted in regard to the construction of mountain tunnels. These issues are 'improving safety" and "reducing energy consumption". Mountain tunnels construction requires a massive amount of electricity. This is because there are many kinds of electrical equipment being used day and night, including construction machinery, construction lighting, and ventilating fan. Despite this, the amount of power consumption is generally not tightly managed. In many cases, the exact amount of power consumption is only ascertained when the bill from the power company becomes available. Sometimes, corporations install demand-monitoring equipment to help curb the maximum power demanded. However, even in these cases, the devices only allow the total volume of power consumption to be ascertained, or they may issue warnings to prevent the contracted volume of power from being exceeded. In order to tackle the issue of reducing power consumption, it was first necessary to obtain an accurate breakdown of how much power was being used in each particular area. In other words, we needed to be able to visualize the amount of power being consumed. Safety, was also not being managed very rigorously. Even now, tunnel construction sites often use a 'name label' system for managing entry into the work site. Specifically, red labels with white reverse sides that bear the workers' names on both sides are displayed at the tunnel work site entrance. The workers themselves then flip the name label to the appropriate side when entering or exiting from the work site to indicate whether or not they are working inside the tunnel at any given time. If a worker forgets to flip his or her name label when entering or exiting from the tunnel, management cannot be performed effectively. In order to tackle the challenges mentioned above, Zenitaka decided to build a system that could improve the safety of tunnel construction as well as reduce the amount of power consumed. In other words, this new system would facilitate a clear picture of which workers were working in each location at the mountain tunnel construction site, as well as which processes were being carried out at those respective locations at any given time. The system would maintain the safety of all workers while also carefully controlling the electrical equipment to reduce unnecessary power consumption. Having decided on the concept, our next concern was whether there existed any kind of robust hardware that would not break down at the construction work site, that could move freely in response to changes in the working environment, and that could accurately detect workers and vehicles using radio frequency identification (RFID). Given that this system would involve many components that were new to Zenitaka, we decided to enlist the cooperation of E.I.Sol Co., Ltd. ('E.I.Sol') as our joint development partner, as they had provided us with a highly practical proposal.
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