After analyzing over 1,000 support requests in 2024, we identified several main challenges:
- High cost per request
- Long wait times (up to 24 hours during peak periods)
- High staff turnover in support roles (around 30% annually)
At Latera, we offer two products: Hydra Billing and Planado (a mobile workforce management system). We decided to create our own AI-powered support assistant. Leveraging our expertise, we developed a system that delivers fast and accurate responses, significantly boosting support team efficiency.