Case Study: Kublau
FINANCIAL: SOFTWARE
Kublau scales credit-card loyalty operations across Latin America with an Agentic Workforce built on raia
Snapshot
Metric
Before raia
After raia (AI Agents)
Languages served after hours
Portuguese only
4 languages (PT-BR, ES, EN, FR) — 24 / 7
Daily card-holder inquiries handled
≈ 1 800, manual triage
≈ 4 000, with 62 % resolved end-to-end by AI
Promotion-eligibility lookup time
8 min avg.
< 45 s via chat, email, SMS, or voice
Staffing required to keep pace
+10 FTEs forecast
No extra hiring — AI capacity ≈ 8 FTEs
Time-to-market for a new promo
4–6 weeks
< 1 week — upload T&Cs, clone agent
“raia lets us drop a trained, multilingual agent into any new programme—sometimes overnight. It’s the difference between saying yes to a regional launch and turning it down.” — Senior Product Manager, Kublau Loyalty Platform
1 | Company & Challenge
São Paulo–based Kublau delivers card-tracking and CRM platforms for issuers across Latin America. Expanding into promotions & loyalty orchestration revealed three hurdles:
Incentive complexity — unique tiers, caps, and country-specific rules for each card.
Multilingual support — card-holders ask in Portuguese, Spanish, English, and French.
Launch velocity — marketing wanted new promos live in days, but support scripts lagged by weeks.
2 | Why Kublau chose raia
Language agility — a single agent answers seamlessly in four languages.
Massive document ingestion — 15 000+ pages of T&Cs and tickets vectorised in hours.
Omnichannel skills — chat widget, email, SMS, and IVR out of the box; one unified timeline.
CoPilot HITL — 45-day shadow phase let ops staff refine responses to 95 % accuracy.
3 | Solution Design
AI Agent
Primary Role
Key Integrations
Promo-Concierge Agent
Explains rules, checks eligibility, pushes tailored offers.
Vector store, core-banking API
Reward-Tracker Agent
Shows real-time points / cash-back balance and milestone ETAs.
Rewards ledger API, WhatsApp/SMS
Partner-Onboarding Agent
Guides merchants through promo setup, validates SKU feeds.
Salesforce, DocuSign webhooks
Deployment: 6 weeks from data load to first production chat.
4 | Results (first 90 days)
≈ 120 000 conversations handled; 62 % fully resolved by AI.
Remaining 38 % arrive pre-diagnosed, cutting human handle-time 44 %.
< 60 s first-response in any of four languages.
No new hires despite 3× promo-launch volume — ≈ US $550 k annual labour saved.
Card activation rate +9 pp for issuers using Promo-Concierge.
5 | Key Takeaways
Train on real tickets to capture authentic customer language.
Clone agents per country, overlaying only local regs.
Give marketing self-serve Packs — new promos go live in under a week.
6 | What’s Next
Voicebot IVR to deflect call-centre load.
Proactive spend-stimulus nudges when users near reward thresholds.
Cross-border compliance bot for evolving FX and disclosure rules.
Bottom line: Kublau’s raia-powered Agentic Workforce delivers a multilingual, always-on concierge that slashes support costs and accelerates loyalty-promo launches across Latin America.
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