Yape enhances CX with Zendesk Copilot for faster and more efficient resolutions
Yape, one of the leading superapps in Peru, elevated its customer support experience by integrating Zendesk AI agents and Copilot. With intelligent real-time assistance, agents now work faster, more consistently, and with greater confidence—boosting both user satisfaction and team efficiency. During a pilot, Yape achieved a 15 percent increase in agent productivity, a ~10 percent reduction in handling time, and a double-digit improvement in internal NPS.
“Copilot really solved our most pressing problems. We moved from a slow, overloaded system to one where technology supports the agent. And our productivity really improved—it increased by 15 percent—without impacting the user experience."
Alessia Zucchetti
Product Owner at Yape
“Most of our agents’ time was spent searching for information, reading ticket history, looking through the knowledge base, and writing responses from scratch. It was a slow, arduous process and our agents were stretched to the limit.”
Maria Jose Silverio
CRM Professional at Yape
Company Headquarters
Lima, Peru
Users
18.4 million
Employees
1,200
Company founded
2016
15%
Increase in agent productivity
10%
Decrease in average handle time (AHT)
+11 pts
Increase in NPS
Yape is one of Peru’s most widely used applications and plays an essential role in the daily lives of millions of users. Since its launch, it has rapidly expanded in features, functionality, and reach, positioning itself as a superapp that integrates payments, services, commerce, and more.
As the platform evolved, the customer support team faced a growing number of inquiries and more complex cases. To maintain speed, quality, and consistency, Yape sought tools that could empower agents with intelligent support throughout their workflows.
The challenge: keeping pace with growing demand
As Yape’s user base and services expanded, the support team encountered increased operational complexity. Manual tasks—such as reviewing case history, searching for information, and drafting communications—consumed valuable time and made it difficult to scale efficiently.
Yape had already implemented AI-driven self-service to help manage incoming volumes. The next step was strengthening assisted channels by giving agents direct AI-powered support to improve efficiency and consistency.
“Copilot is a flexible tool that delivers real value to our agents. It automates our workflows, improves productivity, and frees up our agents’ time so that they can focus on their greatest strength—building stronger connections with users.”
– Alessia Zucchetti, Product Owner, Yape
The solution: a connected experience with Zendesk AI
By adopting Zendesk AI Copilot, Yape introduced a layer of real-time intelligence that supports agents during every stage of case handling. Key capabilities include:
— Automatic ticket context
AI-generated summaries and intent detection that help agents rapidly understand each case.
— Suggested responses and actions
Contextual suggestions that guide agents toward the best solution path.
— Enhanced writing assistance
Tools that adjust tone, clarity, and structure to keep communications polished and aligned with brand standards.
— Workflow guidance
AI-driven suggestions that reduce manual effort and streamline multi-step processes.
These features helped reduce effort on repetitive tasks, accelerate response times, and support a more consistent experience for users.
“By rewriting the tone, simplifying or making a message more formal or friendly, agents tell us that the Zendesk Copilot enhanced writing feature is so useful in their work.”
– Maria Jose Silverio, CRM Professional, Yape
Pilot results: clear impact on efficiency and satisfaction
Before scaling Copilot to the full organization, Yape conducted a pilot with a selected group of agents. The outcomes were notably positive:
— Productivity increased by 15 percent, enabling agents to manage more cases smoothly.
— Average handle time decreased by around 10 percent, improving overall resolution efficiency.
— Internal NPS showed a double-digit increase, reflecting stronger user satisfaction with support interactions.
— Agent adoption was exceptionally strong, with over 85 percent describing Copilot as easy to use and more than 90 percent expressing high satisfaction with its features.
Agents highlighted that Copilot’s writing enhancements and AI-suggested actions added the most value to their daily work. Some even noted that they missed the tool during brief periods when it was turned off for testing.
These results demonstrated significant improvements in operational efficiency and communication quality, while reducing workload on repetitive manual activities.
Looking ahead: scaling AI for greater value
Following the successful pilot, Yape is expanding Copilot across its support operation and enhancing automation across more workflows. The goal is to sustain an agile, human, and efficient support experience as the platform continues to grow.
Zendesk AI Copilot has become a key enabler for optimization, helping Yape’s agents focus on what matters most—delivering high-quality assistance and building stronger, more meaningful connections with users.