Teleférico Bicentenario: technology and AI for more responsive public service

At Youtouch, we developed a multichannel platform that integrates in-person, web, and telephone support, focusing on people’s experience and service quality.

A good experience does not end when a journey is over. It also comes from having somewhere to turn, being able to express concerns, and receiving a timely response. With that in mind, we worked with Teleférico Bicentenario to design and develop a user support system that connects different channels in one platform.

Three channels, one connected experience

At the in-person service offices, visitors will be able to get a queue number from a kiosk and follow the calls on a screen. When they reach a service representative, their inquiry, complaint, or suggestion will be recorded directly in the system, making it easier to manage and track.

Those who prefer to communicate digitally will have access to a form on the Teleférico Bicentenario website. Requests will enter the same platform so the support team can review them and respond asynchronously.

The third channel will be telephone support: a contact number will allow people to interact with an artificial intelligence assistant that will handle inquiries and record interactions in the system. This will provide a centralized record of support, regardless of the channel used.

Technology that also helps measure and improve service

One of the most relevant aspects of this project is the configuration of service-level agreements (SLAs), both for each channel and for the platform’s overall operation. This will make it possible to track response times and service commitments, providing information for more organized management and continuous service improvement.

The solution also includes reporting information to Chile’s Ministry of Public Works, contributing to the oversight and monitoring of a service intended for the public.

At Youtouch, we deeply value the trust placed in our team. This has been a close collaboration with Teleférico Bicentenario, combining process definition, user experience, software development, and artificial intelligence to turn a need into a concrete solution.

Because innovation also means listening better. We are excited to contribute technology so that every interaction helps build a better experience for people using the new Teleférico Bicentenario.

Would you like to improve customer service in your organization? Let’s talk about your project.