Case · Cootradecun
85%
of tickets resolved without escalating to a human
Cootradecun arrived with 40,000 members, 8 operating areas (Atención, Cartera, Convenios, Nóminas, Vivienda, Créditos, Contabilidad, Tesorería) and a team that answered every request by hand from WhatsApp and email. The goal: an agent that understood the logic of each area and escalated only when human judgment was indispensable.
Cootradecun in figures
Credit union · 40k members
- 184,592
- Governed conversations · Q1 2026
- 4.2 min → 38 s
- Average response time
- 28
- Days from diagnostic to production
- 8 / 8
- Operating areas covered
The problem
The Atención team answered every request without telling whether it belonged to Cartera, Vivienda, Crédito or Contabilidad. Each case passed through at least two people before it closed. Looking information up across Drive, Excel and email took longer than the decision itself.
The architecture
We designed an intent router wired to a knowledge graph per area. Each subagent owns its area and signs its answers in an audit ledger, turn by turn. When confidence drops below the threshold, or the case warrants it, the agent hands control to a human without losing the thread.
The result
In the first quarter the agent governed 184,592 conversations. 85% closed without escalating. The Atención team moved from putting out fires to curating the cases that genuinely need human judgment. Every signed answer stays exportable for regulatory audit.
The router classifies each request and sends it to the subagent that owns that area. The team only touches what genuinely needs human judgment.
Other cases
- Legalnova
Legal · CO + US
−70%
- Recu
Fintech · Collections
+38%
- Ramírez & Asociados
Legal · Tax & fiscal
RAG
Your operation needs an AI layer operated for you. Not more software.
Book a 30-minute diagnosis. We return a map of the 8 AI Readiness dimensions applied to your operation.