Partnership in digital innovation
As one of the top quad-play providers in Chile, Entel offers IPTV, internet, telephony and mobile services backed by standout digital customer experience. At its core, the Genesys® Engage™ application enables 1,200 agents across three contact centers to efficiently coordinate every customer journey via inbound, outbound, chat and WhatsApp.
“We’ve been working together on digital transformation for many years,” said Pablo Oyarzun, Customer Experience Divisional Manager at Entel. “We see Genesys as a trusted innovation partner and run our entire call center and service operation on their technology.”
Rapid, agile experimentation
That collaboration has seen Entel become one of the first companies worldwide to largely replace IVR with voicebots using Genesys artificial intelligence (AI) orchestration. The technology seamlessly manages native and third-party AI apps.
Riding on the Genesys application, the system integrates with Google Cloud speech-to-text capability to transcribe automated conversations. Genesys AI then sends the data to IBM Watson to determine the customer’s intent and deduce the next-best action.
Entel began by looking at how to apply self-service apps to reduce friction points, using the Genesys Intelligent Automation design tool to rapidly experiment and learn. “We piloted voicebots with customers, taking our pre-paid and roaming mobile services, which form around one-third of all inquiries,” said Oyarzun. “Building on this success, we rolled out bots to our contract holders and most valuable accounts.”