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APLAZO, Mexico’s leading Buy Now, Pay Later (BNPL) platform, has implemented two AI-powered customer experience capabilities from Kustomer’s AI platform. The integration supports high-volume service across WhatsApp and in-app chat—handling 95% of inquiries—while boosting Customer Satisfaction Score (CSAT) by 40% within four months for general information requests. This enables APLAZO to scale rapidly while preserving a trusted, empathetic experience and maintaining its position as the highest-rated installment payments app in Mexico (4.8 on Google Play, 4.9 on the App Store).
As APLAZO experiences explosive growth—with millions of users and over 300,000 monthly app downloads—the company faced the challenge of maintaining exceptional customer experience amid rising inquiry volume. Rather than replacing human agents, APLAZO layered Kustomer’s AI capabilities into its existing systems to automate routine interactions while enhancing agent productivity and preserving the personal touch that drives trust and loyalty.
APLAZO deployed two complementary Kustomer AI tools:
Brad Birnbaum, CEO and co-founder of Kustomer, stated: “Customer experience is entering a new phase, one where AI needs to work alongside existing platforms to understand context, automate intelligently, and support human teams. What APLAZO has done shows how AI can be layered into a modern CX foundation to deliver real efficiency gains while maintaining the trust and empathy customers expect.”
The implementation delivered clear, measurable improvements:
Alex Wieland, Co-Founder and CRO of APLAZO, commented: “At APLAZO, we believe true innovation is measured by its impact on people. AI is not meant to replace teams, but to enable them to focus on what creates the most value—solving real problems and supporting our users with empathy. This approach has allowed us to maintain high satisfaction levels and become the country’s preferred biweekly installment payment app.”
The partnership demonstrates how AI orchestration, grounded in real-time customer context and unified across channels, enables high-growth fintech companies to deliver efficient, personalized service at scale while reinforcing human-centered values.
About APLAZO
APLAZO is Mexico’s leading Buy Now, Pay Later (BNPL) platform. Founded with the mission of empowering consumers through responsible, simple, and transparent access to financing in just five minutes, APLAZO enables users to shop online or in physical stores and pay in flexible biweekly installments—without the need for a credit card. Through advanced technology and strategic partnerships with merchants of all sizes, APLAZO drives credit inclusion across Mexico.
About Kustomer
Kustomer is the AI customer experience platform built to power seamless customer interactions. Built with AI at its core, Kustomer helps teams orchestrate end-to-end service workflows across every channel, grounded in unified, real-time customer data. AI empowers agents to work smarter and resolve issues faster, while giving CX leaders instant insight into performance, trends, and opportunities. By bringing conversations, customer intelligence, and AI-powered orchestration together in one platform, Kustomer helps brands deliver rewarding, personalized experiences at scale.
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