At CAIXA Pré-Pagos, 2clix's AI expanded call monitoring from a small sample to full-scale coverage, turning conversations into structured data and actionable insights. The result was more precision in identifying failures, more targeted training, and a more strategic quality analyst.
The technology didn't replace people: it elevated their capacity to see and act.
Welcome
This case presents the application of Customer Success strategies for the prepaid segment, showing how the practice can evolve beyond satisfaction and retention.
In a context that demands rigorous control, data scalability, and operational responsibility, every interaction and transaction must be carried out with precision, security, and adherence to corporate guidelines.
The initiative shows how artificial intelligence, smart monitoring, and data analysis help turn operations into mechanisms of prevention, control, and value creation.
Beyond optimizing indicators, the proposed model reinforces building a Customer Success practice oriented toward efficiency, governance, and operational sustainability.
“Prevention, control, and value creation — that's how artificial intelligence redefines the role of quality in customer service.”
Strategic Vision
Strategic Vision
Digital transformation in quality isn't about replacing the human factor — it's about empowering it with actionable data, ensuring every interaction reflects the brand's values.
Partnership
A specialist for over 10 years in technology and artificial intelligence applied to data analysis and quality monitoring. A team focused on solid, innovative, and intuitive solutions, with extensive experience in contact centers and technology development.
An electronic payment methods company from Caixa Cartões, in partnership with VR Benefícios and Corpay. It offers complete solutions for benefits and expense management (Meal, Food, VT Caixa, Frota Caixa, and Tag Caixa).
Diagnosis
Diagnosis
An operation dependent on manual evaluations, leaving most interactions “invisible” to management.
Monitoring of only 1% of calls, meaning 99% of the customer's voice was being ignored.
A high average handling time of 14 minutes and work overload with frequent handling failures.
Difficulty identifying systemic failure patterns, resulting in training that didn't address real pain points.
Diagnosis
The manual, sample-based monitoring model presents critical structural flaws:
Unrepresentative analysis that doesn't reflect the reality of the operation.
Difficulty finding consistent behavioral patterns.
The vast majority of experiences (good or bad) remain invisible to management.
Monitoring only 1% of calls means, in practice, ignoring 99% of the customer's voice.
Methodology
Positioning AI as a performance ally, demystifying machine learning.
Creating checklists based on critical indicators and defining standards.
Constant comparison between AI scoring and human auditing for fine-tuning.
Manual analyses as direct inputs to teach the model, ensuring consistency.
Methodology
Monitor 70% of interactions with intelligence, eliminating the blind spots of manual sampling.
Redirect 60% of the team's repetitive operational time toward strategic, consultative analysis.
Retraining and coaching focused on detractor cases identified in CSAT and NPS.
Smart alerts and structured data driving up to a 28% increase in scenario predictability.
Results
The adoption of 2clix's technology platform redefined what's possible in CAIXA Pré-Pagos's customer service operation.
Results
Pinpoints exactly where the operator gets it right or wrong, analyzing script adherence, tone of voice, and resolution. Full view of the operation.
Training based on real gaps, significantly increasing training effectiveness. +40% effectiveness.
Actionable insights generated in real time for continuous improvement and removing friction in service.
Results
| Indicator | Previous scenario | After the 2clix solution | Change |
|---|---|---|---|
| Automation of evaluation volume | Sample-based (1%) | 80% | +80% |
| Financial efficiency (costs) | N/A | 29% | +29% |
| Agility (evaluation and feedback) | N/A | 41% | +41% |
| Overall quality performance | N/A | 17% | +17% |
Data consolidated after 12 months of implementing the 2clix solution at Caixa Pré-Pagos.
Results
The strategic redesign of the quality analyst's role allowed for a greater focus on coaching and human development, strengthening the data culture across Caixa Pré-Pagos's organization.
Mindset Shift
The transition from a reactive model to an analytical, proactive culture was the project's biggest qualitative gain. “AI doesn't replace knowledge; it scales it. The model was built through a collaborative methodology that redefined our operation.”
Recognition
Innovating means turning technology into concrete results for the business. At ClienteSA X-Summit 2026, 2clix and CAIXA Pré-Pagos won SILVER in the Consulting Innovation category with the case “How 2clix AI elevated quality and revolutionized the customer experience.”
Top placement achieved in the category.
The award's category.
Award presented by ClienteSA.
The award recognizes an initiative that applied artificial intelligence to elevate operational quality, expand analytical capacity, generate more strategic insights, and deliver an ever-better customer experience.
Our Vision
This result reinforces our belief that innovation happens when technology and business knowledge work together to solve real challenges and drive the evolution of operations.
“True quality transformation is born from intelligence applied with purpose: we grow by putting the customer experience at the center of the operation, turning data into real care and sustaining performance at scale with consistency and trust.”
