Make Your Business Speak, Listen, and Respond with AI Assistants
Human Engineering Behind Artificial Intelligence
In today’s globalized and hyperconnected marketplace, customer experience has become the ultimate competitive advantage. Busy phone lines, long wait times, and traditional robotic responses can damage your brand reputation and limit your growth opportunities.
At PBS Group, we transform that reality. We design, engineer, and implement advanced conversational AI agents that automate customer service, internal support (Level 1 Help Desk), and maintenance processes across multiple industries, operating seamlessly through both voice and text channels.
00. PBS AI STUDIO ACCELERATORS
Three AI-powered accelerators that modernize enterprise data platforms by automating database migrations, preserving analytics continuity, and generating secure synthetic data—all with deterministic execution, governance, and full auditability.
01. SOLUTION OVERVIEW
PBS AI Assistant is not a basic menu-driven chatbot. It is a next-generation conversational AI agent capable of operating across multiple channels—including voice (telephony and websites), WhatsApp, web chat, and email—while integrating natively with your company’s technology ecosystem.
• Ultra-Low Latency
Responds in under 500 milliseconds, delivering a smooth, natural experience that feels virtually indistinguishable from interacting with a human agent.
• Active Execution Capabilities
Unlike informational-only tools, our AI assistants can take action within your systems. They can execute business transactions, create automated records, qualify leads, and escalate complex cases to human agents while transferring the complete conversation context in real time.
Text-Based AI
Voice-Based AI
• Technology-Agnostic Infrastructure
We build flexible solutions using best-in-class technologies. Our platforms seamlessly integrate with enterprise telephony systems, as well as complex ERP, CRM, and database environments.
02. OUR VALUE PROPOSITION: AI That Understands and Acts
• Understanding First, AI Second
Before writing a single prompt, PBS Group’s engineering team takes the time to deeply understand your business operations, identifying bottlenecks and opportunities where AI can deliver measurable impact. We then design conversational workflows tailored specifically to your operational reality.
• Turnkey Implementation
Your organization defines the business objectives, and PBS Group handles the complexity. We deliver conversational design, advanced integrations, testing, deployment, and optimization—without requiring a dedicated internal technical team.
03. WHO WE HELP
Our scalable AI solutions are specifically designed for mid-sized and large organizations across industries such as:
Printing and Graphic Communications
Healthcare
Logistics and Transportation
Retail
Financial Services
Higher Education
Professional Services
Manufacturing
Government Institutions
04. KEY BENEFITS AND FEATURES
• Instant Operational Efficiency
Manage hundreds of simultaneous voice and text interactions without queues, while reducing dependency on additional staffing during demand peaks.
• Real Cost Reduction
AI assistants can autonomously resolve between 30% and 60% of Level 1 support and general customer service inquiries, reducing Average Handle Time (AHT) by up to 50%.
• Automated Revenue Growth
PBS Voice AI Assistants operate as proactive sales channels, qualifying leads, scheduling appointments, confirming meetings, and running outbound engagement campaigns 24/7.
• True Omnichannel Experience
Customers can start a conversation through web chat, continue via WhatsApp, and complete it through a phone call without losing any context. This is powered by our omnichannel platform designed to support hybrid environments where human agents and AI agents work together seamlessly.
• Adaptive Natural Language Processing
Advanced ASR (Speech-to-Text) and TTS (Text-to-Speech) models are optimized to understand and replicate Latin American accents, dialects, expressions, and conversational nuances.
• Operations and Customer Service Teams
The Challenge
Human teams are often overwhelmed by repetitive inquiries, customer dissatisfaction caused by long wait times during peak demand periods, and the growing need to provide consistent 24/7 service.
The PBS Group Solution
We significantly reduce operational workload and response times while ensuring controlled, accurate responses through Retrieval-Augmented Generation (RAG) technology powered exclusively by your organization’s approved documentation and knowledge base.
05. AI ASSISTANT DEMONSTRATIONS
a. Information Services Assistant
b. Lead Qualification Assistant
c. Appointment Scheduling and Confirmation Assistant
d. Technical Support and Maintenance Assistant
e. Customer Satisfaction Survey Assistant
f. Order Processing Assistant
Calls for May 2026
*In May, the GCC received 2,179 regional calls, of which 2,088 were successfully handled. Human agents managed 1,497 calls, while David, the AI Agent, handled 591. From those 591 AI-managed calls, David automatically generated 138 technical service visit tickets. Ticket distribution by country was: Guatemala 73 (53%), El Salvador 30 (22%), Panama 22 (16%), Costa Rica 7 (5%), Honduras 4 (3%), Nicaragua 2 (1%), and the Dominican Republic 0. These results demonstrate David’s ability to accurately identify technical service needs and efficiently convert customer interactions into actionable service requests across the region.
Total Incoming Calls 2,179
Total number of headwords: 2,088
Calls handled by agents 1,497
Average response time 0:00:06
% of calls handled: 95%
Abandoned Calls 79
Calls handled by LA 591
Average handling time of... 0:02:40
06. PBS GROUP’S 9-STEP METHODOLOGY
We ensure excellence and end-to-end quality through a structured methodology led by our engineering specialists.
1. Discover & Understand
Gain a deep understanding of your business by gathering detailed requirements and defining your objectives.
2. Design the Architecture
Translate business and operational requirements into a robust, scalable technical architecture.
3. Establish AI Governance
Design advanced prompts, guardrails, behavioral policies, and Human-in-the-Loop controls to ensure secure, reliable, and accountable AI operations.
4. Build the Solution
Develop integrations with databases, CRM and ERP platforms, and transactional systems. Configure and orchestrate voice and text communication channels.
5. Validate Every Scenario
Conduct collaborative testing sessions with your team to verify workflows and ensure all agreed KPIs and business objectives are achieved.
6. Deploy AI Assistants
Implement the AI solution across all selected channels while providing close monitoring and support throughout the production launch.
7. Support & Maintain
Deliver post-production technical support, infrastructure maintenance, and continuous updates to ensure reliable long-term performance.
8. Optimize Performance
Provide interaction logs, call recordings, analytics, and monitoring dashboards to improve decision-making and continuously enhance service quality.
9. Scale & Expand
Extend AI capabilities, communication channels, integrations, and use cases as your business grows and evolves.
