Hybrid AI: multiple approaches to offer more efficient and accurate solutions
No-code AI assistants for a frictionless business experience.
What is Hybrid AI?
Hybrid AI combines the ability of conversational AI to understand and manage dialogue with the power of generative AI to create personalized responses in real time.
This synergy makes it possible to automate complex interactions, improve the user experience, and generate savings and conversions for the business.
The Hybrid AI by Centribal
Our Hybrid AI combines the best of conversational AI and generative AI, creating a unique synergy that improves customer interaction and optimizes internal processes. This allows us to offer smarter, personalized interactions.
- rule-based AI
- conversational AI
- generative AI
Value and ROI of Hybrid AI
Hybrid AI combines the efficiency of conversational AI with the creativity and personalization of generative AI, translating into direct benefits for the business:
Up to
40-70%
reduction in customer service costs
Teams up to
2-3 times
more efficient
Increases of
10-30%
in digital channel conversion
Improvement in
CSAT and NPS
in automated channels
Valor y ROI of Hybrid AI
Hybrid AI combines the efficiency of conversational AI with the creativity and personalization of generative AI, translating into direct benefits for the business:
1. Reduce operating costs
Automate a large share of inquiries, with no human intervention
2. Increase team productivity
AI handles repetitive tasks and generates complex responses, freeing up time for higher-value cases.
3. Improve conversion and sales
Personalized responses, smart recommendations and 24/7 support increase sales opportunities.
4. Deliver a more satisfying customer experience
Fast, natural and precise interactions reduce wait times and frustration.
5. Scale without growing headcount
AI can handle thousands of conversations simultaneously without needing to grow the team.
Processes improved by Hybrid AI by Centribal
End-to-end customer service
- Combines structured flows (NLP) with generative AI for complex inquiries.
- Example: technical support that guides the user through a diagnosis and answers off-script questions.
- Enables processes that used to get stuck with simple chatbots to now be resolved completely.
Specialized or contextual inquiries
- Ideal for sectors such as healthcare, legal, insurance and technology.
- Handles routine operations while answering complex questions with generative AI.
- Example: a health insurer where the bot opens a reimbursement case and clearly explains coverage.
Real-time data integration
- Looks up information from internal systems and generates natural responses instantly.
- Example: an e-commerce store that reports stock and order status with personalized, friendly responses.
Workflows with validations and compliance
- Combines business rules and regulations with conversational flexibility.
- Example: identity verification in banking or guidance through public procedures with generative explanations.
The Hybrid AI that drives your business
Combines rules + NLP + generative AI to automate processes with greater precision and fewer errors.
What does a Hybrid AI combine?
rule-based AI
- Defined, repetitive workflows.
- Condition-based "if this, then that" logic.
- Ideal for opening tickets, classifying incidents or validating data.
Conversational AI (NLP)
- Understands natural language.
- Detects intent, context and entities.
generative AI
- Generates natural, personalized responses.
- Summarizes, explains and adapts tone to the situation.
Integration with internal data and systems
- CRM, ERP, knowledge bases, APIs.
- Real, up-to-date information on orders, contracts and more.
rule-based AI
- Defined, repetitive workflows.
- Condition-based "if this, then that" logic.
- Ideal for opening tickets, classifying incidents or validating data.
Conversational AI (NLP)
- Understands natural language.
- Detects intent, context and entities.
generative AI
- Generates natural, personalized responses.
- Summarizes, explains and adapts tone to the situation.
Integration with internal data and systems
- CRM, ERP, knowledge bases, APIs.
- Real, up-to-date information on orders, contracts and more.
Value added
- Greater automation and efficiency: Automatic resolution of most interactions, reducing the need for human agents.
- Better user experience: More human, natural and empathetic conversations.
- Fewer errors: Accuracy through the combination of rules and reliable internal data.
- Scalability and flexibility: A single assistant can manage multiple processes and types of interaction.
- Optimized human resources: Agents focus on higher-value tasks while AI handles the routine work.
Practical cases and examples
- Telecommunications: Increased productivity and reduced costs through a hybrid model (AI + human agents).
- Healthcare: With over 90% first-contact resolution thanks to the integration of advanced NLP and generative AI.
- Financial sector: Virtual banking assistants that advise on loans and complete transactional processes automatically.
- Retail and insurance (Centribal): Increased online sales and fewer call center calls thanks to hybrid bots that answer questions and guide purchases or procedures.
Planes de -Hybrid AI by Centribal
INITIAL AI AUTOMATION |
MULTICHANNEL EXPANSION |
ANALYTICS & OPTIMIZATION | |
|---|---|---|---|
DURATION
|
3 months
|
3 months
|
3 months
|
OBJECTIVE
|
Basic customer service automation.
|
Expand channels and improve conversation quality and traceability.
|
Optimize costs and increase revenue through data.
|
WHAT'S INCLUDED
|
Centribal Platform. NLP + Generative AI bot integrated with Zendesk. API-based architecture. Connection to knowledge bases. NLP flow development. AI agent configuration. Ongoing guidance and support. |
Engage Pro. Verne (Generative AI) for voice and smart messaging. API integrations. Journey configuration. Functional testing. Training and guidance. |
Analytics Pro (free 6-month license). Measurement and visualization tools. Strategic support for decision-making. |
ASSIGNED TEAM
|
AI Engineer. Zendesk Consultant. Development Engineer. Business Strategy Lead. Project Manager. |
Verne (Generative AI) Engineer. Development Engineer. Strategy Lead. Project Manager. |
Verne (Generative AI) Engineer. Development Engineer. Strategy Lead. Project Manager. |
INVESTMENT
|
Set up fee + free monthly tier Benefits: staffing savings, faster response times, and higher sales from better service. |
Set up fee + free monthly tier Benefits: fewer lost customers, more conversion opportunities, and savings on tickets and calls. |
Set up fee + free monthly tier Benefits: lower operating costs, more conversion opportunities, identified business opportunities, and better strategic decisions. |
ROI
|
Estimated return: Operational savings + increased sales.
|
Estimated return: Operational savings + increased conversion.
|
Estimated return: Savings from optimization + increased revenue.
|
