Grupo Voalle: Customer service and AI at scale

Grupo Voalle is an ecosystem of technology companies and the maker of elleven, a complete management platform for internet service providers. With a large client base, the challenge was to evolve customer service and knowledge access at the speed the sector demands.

As the group's Head of AI Product, our founder led two distinct products, not one.

ellen, the knowledge assistant inside elleven, answers through RAG over a vectorised base with automatic ingestion, shows the source behind every answer, keeps the conversation history, and takes a thumbs up or down on each reply.

Customer service moved from chatbot flows to agents built in LangGraph, able to open and list support tickets, answer billing and contract questions, classify the request, and hand it to the human team.

People working in elleven now query the company's knowledge through ellen, with the source in view and the conversation kept, instead of hunting through scattered documents.

Customer service no longer depends on hand drawn flows: the agent opens and lists tickets, answers billing and contract questions, and whatever it cannot resolve reaches the team already classified.