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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%

Satisfação do cliente 

4 depts

Departments implemented

62%

Consultas resolvidas pelo chatbot com IA

2000+

Horas de trabalho poupadas mensalmente

43%

Melhoria na eficiência da automatização  

50K

Conversas geridas mensalmente

Indústria

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

Canais e integrações

  • Mensagens digitais e redes sociais
  • WhatsApp
  • Chat online

 

Casos de utilização

  • Lead capture
  • Gestão de documentos e transações
  • Routing custmoer based on intent 

Indústria

Retalho e comércio eletrónico

Canais e integrações

SMS, WhatsApp, Facebook Messenger, publicações no Facebook, Instagram, e-mail, IVR, SAP

Equipas

Atendimento ao cliente

Dimensão da empresa

Tamanho pequeno (1 - 500)

Casos de utilização

  • Apoio em direto e automatizado 
  • Notificações automáticas
  • Autosserviço 24/7
  • Formulários digitais
  • Sistemas empresariais integrados
  • Bots no WhatsApp
  • Agendamento de técnicos
  • Transferência de bot para humano

Desafios

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.

A solução

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.

Principais casos de utilização

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.

Impacto

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.”

O que vem a seguir

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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