Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains.

Now, its customers smoothly transition between automated systems and employees for truly effortless journeys.

Entel has worked with Genesys, the global leader in omnichannel customer experience and contact centre solutions, for several years to help meet their goal to deliver the best experiences to customers as well as optimise the company’s processes.

“Our customers have changed the way they interact with us. They are much more focused on digital and want anytime, anywhere service on the channel of their choice,” explained Pablo Oyarzun, Customer Experience divisional manager of Entel.

“Without our AI, bots and automation tied together using Genesys AI, we couldn’t deliver this kind of service.”

Entel leverages the Genesys Customer Experience Platform at their contact centres in Chile and Peru to support all of their agents and telemarketers. In addition, Genesys provides the common data framework for Entel’s many AI integrations with other vendors.

For example, the company uses the Genesys integration with Google Cloud for its text-to-speech capability to transcribe automated conversations. Genesys AI then sends that data to IBM Watson to determine the customer’s intent and identifies the next best action.

Oyarzun continued: “The new orchestration capabilities powered by Genesys AI provide us with more knowledge about customers, enabling us to take new approaches to address their evolving expectations. With the help of Genesys, we can improve our customers’ satisfaction.”

Entel is sharing its success using Genesys AI at Xperience19, its signature annual customer-focused event. Hosted by UK Customer Experience Awards sponsor Genesys, Xperience19 unites more than 2,000 industry experts in Denver from June 10 to 13.

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