TengoInternet is the industry leader in outdoor WiFi solutions, serving thousands of locations and millions of guests across North America. With over 21 years of experience, the company specializes in delivering comprehensive WiFi services to campgrounds, RV resorts, state parks, outdoor shopping centers, and smart city projects.
As the oldest and largest wireless Internet provider for the outdoor hospitality industry, TengoInternet offers end-to-end solutions that span the entire connectivity lifecycle: from initial consultation and network design to installation, ongoing management, and technical support. Their "Simple Outdoor WiFi Solutions" approach has earned them a reputation for reliability and professional service among property owners and managers.
Tengo's customer base consists primarily of travelers, RV enthusiasts, and outdoor recreation visitors who depend on reliable internet connectivity while away from home. These customers use WiFi for everything from streaming entertainment and staying connected with family to conducting business and accessing essential services. The company's network serves millions of guests annually across thousands of locations, making consistent, high-quality customer support a critical business requirement.
TengoInternet faced a critical challenge that threatened to limit their ability to serve their expanding customer base: as more travelers depend on reliable connectivity at campgrounds and RV resorts, Tengo needed a solution that could provide instant, accurate support around the clock while maintaining the personal touch their customers expect.
By partnering with BotDojo to implement AI voice agents, TengoInternet has oriented their customer support operations around the needs of their customers by dramatically reducing wait times, improving resolution rates, and enabling their human agents to focus on complex technical issues. This change not only enhanced customer satisfaction but also positioned Tengo to scale their support operations efficiently as they continue expanding their network of outdoor WiFi locations across North America.
TengoInternet selected BotDojo after evaluating multiple AI customer service platforms and finding that most solutions couldn't handle the nuanced conversations required for technical support or provide the conversational intelligence needed for their diverse customer base. BotDojo's advanced voice technology and proven track record in complex customer support scenarios made it the ideal partner for this critical business process.
"We needed more than just a generic voice agent," explained Paul Cano (Title: Head of Customer Support). "Our customers are often dealing with technical issues while they're trying to relax on vacation. They need patient, conversational support that feels natural and helpful, not robotic or frustrating. BotDojo's AI voice agents provided exactly that capability."
Several factors made BotDojo the clear choice for TengoInternet:
Advanced Voice Technology: BotDojo's AI voice agents could handle the nuanced conversations required for technical support, understanding customer intent even when they used non-technical language or expressed frustration. This was crucial for Tengo's diverse customer base with varying levels of technical expertise.
Conversational Intelligence: The platform's ability to maintain context throughout complex troubleshooting sessions enabled natural, flowing conversations that felt more like speaking with a knowledgeable human agent than interacting with a traditional automated system.
Rapid Deployment and Customization: BotDojo was able to quickly build and deploy voice agents tailored to their specific troubleshooting workflows and customer interaction patterns. This meant they could go live in weeks rather than months.
Intelligent Escalation: The platform's sophisticated decision-making capabilities could determine when issues truly required human intervention, ensuring that complex cases reached skilled technicians while routine matters were resolved efficiently by AI.
24/7 Reliability: BotDojo's cloud-based infrastructure provided the always-on availability that Tengo's traveling customers required, with consistent performance regardless of call volume or time of day.
Integration Capabilities: The platform could seamlessly integrate with Tengo's existing customer management systems and technical databases, providing agents with real-time access to network status, customer information, and troubleshooting resources.
BotDojo worked with TengoInternet to create intelligent voice agents that could handle the majority of customer support inquiries while maintaining the conversational, helpful approach that customers expected from the Tengo brand.
The AI voice agents were designed to mirror Tengo's existing customer service workflow while eliminating friction and reducing resolution time:
The AI voice agents were trained to handle the full spectrum of common support requests:
Every customer interaction produces structured support that includes:
This approach ensures that customers receive immediate, knowledgeable assistance for routine issues while complex problems are efficiently routed to human experts with full context and background information.
The implementation of BotDojo's AI voice agents delivered transformative results for TengoInternet, fundamentally changing their ability to provide exceptional customer support while scaling operations efficiently.
Average call resolution time decreased from 12 minutes to 4 minutes for successfully resolved issues, representing a 67% improvement in efficiency. Customers could get back to enjoying their outdoor experiences much more quickly.
The AI voice agents provide consistent, high-quality support around the clock, eliminating wait times during peak hours and ensuring travelers receive immediate assistance regardless of time zone or call volume.
With AI resolving the majority of customer calls without escalation, Tengo now only sees a missed call incident rate of 4%, dramatically reducing customer frustration and the need for multiple support interactions.
"The BotDojo AI voice agents have completely transformed our customer support operations," noted Paul Cano (Title: Head of Customer Support). "We're now able to provide the instant, personalized support our travelers expect while our human experts focus on the complex technical challenges that truly require their expertise. It's enabled us to scale our support operations efficiently while actually improving the customer experience."
The success of this implementation has positioned TengoInternet to continue their expansion across North America while maintaining their reputation for exceptional customer service in the growing outdoor hospitality market.
