Chatbet: Transformando el engagement del cliente con IA generativa

Team Jump Cube • 18 de enero de 2026

Chatbet, una plataforma innovadora de apuestas digitales en Colombia, enfrentaba retos importantes para escalar su operación de soporte al ritmo del crecimiento de su base de usuarios. Jump Cube, socio de AWS, implementó un Customer Engagement Agent (CEA) impulsado por Amazon Bedrock para automatizar interacciones con clientes a través de canales de mensajería como WhatsApp. La solución redujo drásticamente los tiempos de respuesta, generó ahorros operativos significativos y permitió que el equipo de soporte se enfocara en casos complejos y de alto valor. Esta transformación le ha permitido a Chatbet escalar su servicio al cliente de forma eficiente, manteniendo la calidad y el cumplimiento regulatorio.


Sobre el cliente


Chatbet es una empresa tecnológica innovadora especializada en apuestas en línea, con sede en Colombia. Su solución convierte aplicaciones de mensajería como WhatsApp y Telegram en potentes plataformas de apuestas, ofreciendo a los usuarios una experiencia fluida, ágil y sin fricciones. Diseñada para facilitar la operación de los operadores de apuestas y maximizar la experiencia de los jugadores, Chatbet redefine la manera en que las personas interactúan con las apuestas digitales.


Desafío del cliente


El rápido crecimiento de Chatbet provocó un aumento exponencial en las consultas de clientes sobre regulaciones, reglas de apuestas e inconvenientes con cuentas. Con una base de usuarios en expansión generando múltiples solicitudes diarias, la atención manual de estos requerimientos se volvió cada vez más compleja y demandante. El equipo de soporte invertía incontables horas respondiendo preguntas repetitivas, lo que generaba:


  • Retrasos significativos en tiempos de respuesta, afectando la satisfacción del cliente
  • Mayores costos operativos por la gestión manual del soporte
  • Menor disponibilidad del equipo para casos complejos y de alto valor
  • Limitaciones para escalar a medida que crecían los volúmenes de usuarios
  • Dificultad para entregar información regulatoria consistente y conforme a normativas


Sin resolver estos retos, Chatbet corría el riesgo de perder clientes frente a competidores con mejores experiencias de soporte y de limitar su capacidad de escalar sus operaciones de manera efectiva.


Por qué AWS


Chatbet eligió AWS como su plataforma en la nube por su portafolio integral de servicios de IA y machine learning, especialmente Amazon Bedrock, que ofrece acceso seguro a modelos fundacionales líderes. La sólida infraestructura de seguridad y los estándares de cumplimiento de AWS fueron cruciales para manejar datos sensibles de clientes en una industria regulada como la de apuestas. Además, el modelo de precios por uso de AWS y su fuerte presencia en Latinoamérica lo convirtieron en la opción ideal para la transformación de engagement con clientes de Chatbet.


Por qué el cliente eligió al partner


Jump Cube se destacó como el partner ideal para este proyecto por su experiencia especializada en soluciones de IA generativa y por su plataforma probada de Customer Engagement Agent (CEA) construida sobre servicios de AWS. Su enfoque low-code y su metodología orientada a la innovación encajaron perfectamente con la necesidad de Chatbet de una solución rápida y escalable. El entendimiento de Jump Cube de los desafíos de atención al cliente y su experiencia en automatización de IA conversacional lo hicieron especialmente calificado para atender los requerimientos de Chatbet.



Solución del partner


Jump Cube desarrolló una solución integral de Customer Engagement Agent usando varios servicios clave de AWS:


  • La arquitectura de la solución se centra en Amazon Bedrock, que brinda acceso a modelos fundacionales potentes capaces de comprender y generar lenguaje natural. El flujo inicia cuando los clientes envían mensajes por WhatsApp, que se procesan automáticamente a través de los siguientes pasos:
  • Ingesta de mensajes: Amazon API Gateway recibe de forma segura los mensajes entrantes de los clientes.
  • Procesamiento inteligente: Amazon Bedrock analiza los mensajes, identificando intención y contexto.
  • Consulta a base de conocimiento: Amazon DynamoDB almacena y recupera información relevante desde una base de conocimiento personalizada alineada con regulaciones de apuestas.
  • Generación de respuesta: El agente de IA genera respuestas precisas y personalizadas en lenguaje natural.
  • Escalamiento: Los casos complejos se enrutan sin fricción a agentes humanos, con el contexto completo de la conversación.


Resultados y beneficios


La implementación del Customer Engagement Agent entregó beneficios medibles y significativos para Chatbet:


  • Reducción del tiempo de respuesta de minutos/horas a menos de 5 segundos para consultas comunes
  • Resolución autónoma de la mayoría de solicitudes rutinarias
  • Disponibilidad de soporte 24/7 sin necesidad de aumentar el personal
  • Mejora de la productividad del equipo al enfocarse en casos complejos y de alto valor
  • Mayor satisfacción del cliente gracias a respuestas inmediatas y precisas
  • Entrega consistente y conforme a normativas de información sobre regulaciones de apuestas


Sobre el partner


Jump Cube es una empresa tecnológica innovadora que surgió de su laboratorio de prototipos para convertirse en un proveedor líder de soluciones empresariales a medida. Su especialidad es desarrollar e implementar soluciones impulsadas por IA generativa usando servicios de AWS Cloud. A través de su plataforma low-code propietaria, Jump Cube permite que las organizaciones desplieguen rápidamente soluciones personalizadas que impulsan el crecimiento del negocio y la eficiencia operativa. Su enfoque en innovación y su profundo conocimiento de los servicios de AWS la convierten en un partner valioso para empresas que buscan aprovechar tecnología de punta para su transformación digital.

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