Financial Services Mexico

Toka routes 95% of calls to the right department first time

A high-volume Mexican contact center, 14 departments, and callers who don't always know which one they need. An AI voice agent built on Newo by certified partner Sophias now answers every call in Spanish, 24/7, with no added headcount.

95%First-contact routing accuracy, up from 65%
112,236Calls handled per month
5%Mis-routes and transfers, down from 35%
<3 weeksFrom signed to live

About the client

Toka runs one of Mexico's larger contact-center operations in the prepaid-card and payments space, covering prepaid expense, fuel and benefit cards. Its 120 agents field high volumes of inbound cardholder calls in Spanish.

A single caller might be asking about any one of several card products, so getting each call to the right one of 14 departments, quickly and correctly, directly shapes both the customer experience and the cost to serve.

The challenge

Inbound volume was spread across 14 specialized departments, and callers don't always know which one they need. Every mis-route means a transfer, a repeated explanation, a longer handle time and a frustrated cardholder.

To modernize its IVR, Toka ran a competitive evaluation of three AI voice vendors. The alternatives questioned callers for 30 seconds or more and still mis-routed them, unable to tell a balance inquiry on a commercial fleet card from the same request on a residential benefit card.

The solution

Sophias, a certified Newo partner, built and deployed an AI voice agent on Newo that replaced the legacy flow. It captures the caller's intent in the first few seconds and routes the call to the correct one of 14 departments. Sophias also handles onboarding and ongoing success.

Sophias engineered fast conflict-detection and disambiguation logic so the agent reliably separates similar-sounding requests across different card products, and locked the agent to Spanish for a consistent experience. A custom analytics dashboard, built on Newo for Toka's reporting needs, gives the team call-level visibility the standard tooling didn't cover. The agent went from signed to live in under three weeks.

The outcome

Measured against the legacy flow, the gains showed up within weeks of launch.

95%First-contact routing accuracy, up from 65%, within two weeks
5%Mis-routes and transfers, down from 35%, within two weeks
36 secAverage time to route a call, down from 65 seconds, after one month
24/7Coverage in Spanish from launch, up from 45%
112,236Calls handled per month
<3 weeksFrom signed to live in production

Newo won the head-to-head against two other AI vendors on speed and routing accuracy, and cardholders now reach the right department on the first try, in Spanish, around the clock.

What it does for a contact center

  • Fast intent captureThe agent works out what the caller wants in the first few seconds, so calls get shorter.
  • Accurate 14-way routingCalls land in the correct department, so there are fewer transfers.
  • Disambiguation logicSimilar-sounding requests on different card products reach the right department the first time.
  • Custom analytics dashboardCall-level visibility, built on Newo for Toka's reporting, that leadership can act on.

Get every caller to the right department first time

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