The use case: how Aplazo deploys Kustomer
Aplazo, a Mexican buy-now-pay-later platform, uses Kustomer AI Concierge to answer general-information inquiries automatically on WhatsApp and in-app chat, with handoff to live agents when needed. It also uses Kustomer Envoy to give human agents suggested answers and guided workflows grounded in the same knowledge base.
More reported results
Figures published in Kustomer’s case study. They are not independently measured by usedby.
Automations at Scale: Automation’s share of total inquiries increased by 36%, improving efficiency without sacrificing quality.
In the customer’s words
Kustomer helped us scale in a way that improved both efficiency and quality. Today, customer satisfaction is up 40%, and our team can focus on high-value conversations that require empathy and expertise. It's allowed us to grow without sacrificing the human experience.Kustomer users in Fintech & Payments
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- Oct 9, 2026
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Kustomer Concierge took over the heavy lifting of responding to general inquiries in APLAZO's primary conversational channels:WhatsApp and the newly integrated in‑app chat, which together account for 95% of general info inquiries.