APLAZO, a leading Buy Now, Pay Later (BNPL) platform based in Mexico, has deployed Kustomer’s AI tools to enhance customer experience across its digital channels, reporting a 40% increase in Customer Satisfaction Score (CSAT) for general inquiries.

According to a GlobeNewswire article, the platform now handles 95% of all customer support through WhatsApp and an in-app chat, enabling users to resolve routine questions independently while complex cases are escalated to service agents with full conversational context. By automating high-volume inquiries, the system allows staff to focus on more complex issues requiring human judgment and empathy.

The adoption of AI tools is part of APLAZO’s broader strategy to maintain service quality amid rapid growth. The BNPL market in Mexico is projected to reach USD 18.5 billion (€17.5 billion) by 2030, representing a threefold increase from 2025, highlighting the importance of scalable and reliable customer support in high-growth environments.

The AI solution for representatives provides real-time guidance, enhancing productivity, ensuring consistency, and supporting complex workflows. According to APLAZO leadership, integrating AI has allowed the company to maintain a human touch while delivering faster, more accurate, and contextually informed responses to customer inquiries.

APLAZO co-founder and CRO Alex Wieland indicated that the company sees AI as a tool to empower teams rather than replace them, enabling personnel to “focus on what creates the most value—solving real problems and supporting our users with empathy.”

The implementation has already automated 60% of total inquiries, improved response times, and ensured consistent service quality, helping APLAZO solidify its position as the top-rated installment payments app in Mexico with app ratings of 4.8 and 4.9 on Google Play and the App Store, respectively.

Explore how AI is transforming customer service for financial platforms worldwide in the full story.