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Eliminating After-Hours Revenue Loss: How Hispanos Captures Leads 24/7

Hispanos US provides tax preparation, insurance, business registration, accounting, translation, and notary services to the Hispanic community in the United States.

While processing thousands of daily inquiries, the company encountered a severe friction point: a total lack of after-hours engagement. This created a recurring ‘dead zone’ during evenings and weekends, allowing high-value interest to lose interest before the team could re-establish contact.

By deploying a bilingual AI agent with CommBox, Hispanos implemented 24/7 lead capture and intelligent routing — ensuring no opportunity is lost due to timing and greatly improved customer service for existing customers

HISPANOS_case studdy

100%

Automation rate
on web

33%

Automation rate of
social inquiries

98%

Customer Satisfaction 

4 depts

Departments implemented

62%

Inquiries resolved by AI chatbot

2000+

Work hours saved monthly

43%

Improvement in automation efficiency  

50K

Conversations managed monthly

Industry

  • Financial & Insurance Services
  • Tax & Accounting Support Services
  • Accounting & Notary Services

Channels & Integrations

  • Digital messaging & Social
  • WhatsApp
  • Web chat

 

Use Cases

  • Lead capture
  • Document & transaction management
  • Routing custmoer based on intent 

Industry

Retail & eCommerce

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Teams

Customer service

Business Size

Small size (1 – 500)

Use Cases

  • Live & automated support 
  • Automated notifications
  • 24/7 self-service
  • Digital forms
  • Integrated business systems
  • Bots on WhatsApp
  • Technician scheduling
  • Bot to Human handover

Challenges

Eliminating Lost Leads and Scaling Without Headcount

Hispanos operates in a highly competitive, real-time service market. Before CommBox:

  • Thousands of daily messages overwhelmed agents

  • Customers waited during off-hours

  • Leads were lost when no one was available

  • Agents spent time answering repetitive FAQs instead of closing sales

The goal was simple: Respond immediately to every inquiry — regardless of time or channel.

The Solution

Bilingual AI Agents that Qualify in Real-Time

Hispanos deployed a bilingual AI agent across Web Chat and Social Media. The AI agent:

  • Identifies subject intent (Insurance, Taxes, Notary, etc.)

  • Identifies purchase intent vs. general inquiry

  • Captures leads during off-hours

  • Routes qualified prospects directly to the appropriate representative

Unlike basic bots that only collect contact details, the AI qualifies the request and ensures the right team follows up.

Routine questions — office hours, locations, services offered — are autonomously  answered by the AI agents. Complex cases and active purchase intent are routed to live agents.

Top Use Cases

High-Impact Automation Across Departments

Hispanos solves complex inquiries across Import, Sales, Marketing, and Service departments—24/7.

  • After-Hours Lead Capture – Eliminate the “dead zone” by qualifying and routing high-value prospects while your team is offline.

  • Instant Support Resolution – Resolve repetitive service inquiries end-to-end instead of just routing them to a busy agent.

  • Bilingual Sales Assistance – Automate multi-language inquiries across Web, Social, and Phone to scale your reach without new staff.

  • Seamless Peak-Hour Deflection – Automatically move high-volume voice calls to lower-cost digital channels to keep wait times at zero.

  • Intelligent Routing – Era identifies subject intent to ensure every customer is connected to the right expert the first time.

Impact

100% Automation and Zero Missed Opportunities

The impact was immediate.

  • 100% of website inquiries are handled by AI (24/7)

  • 33% of social media inquiries are automated during off-hours

  • Thousands of daily messages managed without increasing staff

  • 98% CSAT maintained (measured via Google Reviews)

Most importantly, Hispanos no longer lose leads due to being “busy” or “closed.”

What's Next

Expanding the AI Footprint

Following the success across Web and Social, Hispanos plans to expand automation into WhatsApp and introduce deeper automated workflows for insurance-related processes.

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CommBox

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