# CSAT 85%: how Parque Arauco achieved 24/7 service with generative AI

> EMA, the AI agent of Parque Arauco, serves shopping centers in real time. Here is how the implementation went, the challenges and the results.

- Published: October 22, 2024 (2024-10-22)
- Category: Success stories
- Source: https://databot.cl/en/blog/parque-arauco-ia-conversacional

## Key takeaways

- EMA, Parque Arauco’s AI agent, answers questions for several shopping centers in real time.
- It runs on a knowledge base that the CX team updates without depending on developers.
- Result: 85% customer satisfaction (CSAT) and 24/7 coverage across all touchpoints.

A shopping center receives all kinds of questions at all hours: opening hours, stores, parking, events, lost and found, services. Multiply that by several shopping centers and you have a customer service challenge that can hardly be solved with people alone.

That was the starting point for **EMA**, the Parque Arauco AI agent built on Databot.

## The challenge

- **High volume and high variety** of queries, different at each shopping center.
- **Constantly changing information:** new stores opening, seasonal events, special hours.
- **An expectation of immediate response** from visitors who often write while they are at the mall.

## The solution: an agent with context

EMA is not a decision tree. It is a generative AI agent that:

1. **Knows each shopping center**, thanks to a knowledge base that the Parque Arauco team can update without relying on developers.
2. **Understands the intent** behind the question, even when it is written informally or incompletely.
3. **Hands off to a person** when the case requires it, along with the conversation context.

## Results

> "With generative AI, we achieved 85% customer satisfaction and 24/7 responses across all touchpoints."
>
> — Felipe Misle, Head of Corporate CX, Parque Arauco

- **85% satisfaction (CSAT)** in the conversations handled.
- **24/7 coverage** across all touchpoints.

## What we learned

- **The knowledge base is the product.** The quality of the answers depends directly on how up to date and clear the information is.
- **The CX team should own the agent.** Being able to adjust instructions and content without an IT project speeds up continuous improvement.
- **Measure from day one.** Per-conversation satisfaction makes it possible to quickly spot which topics need more context.

Does your operation face a similar challenge? [Let us talk](https://databot.cl/meeting).