Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
A telecommunications contact center and strategic partner for mobile solution providers, managing over 1.6 million customer interactions across voice, mobile apps, social media, and messaging channels.
Customers trying to check a bill or verify data usage were forced through a complex, linear IVR system with unintuitive menus. This led to misrouted...
“Emtelco has evolved to put AI at the service of people. We were a traditional contact center, but we chose to transform into an experience hub, embracing AI not just as automation, but as an empowerment tool for our people, and as a catalyst for a cultural, strategic and emotional transformation.”
BPO and customer experience services provider for digital and voice channels.
AI-powered customer experience orchestration platform for contact centers.
Emtelco's Customer support is part of this use case:
Related implementations across industries and use cases
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
A telecommunications contact center and strategic partner for mobile solution providers, managing over 1.6 million customer interactions across voice, mobile apps, social media, and messaging channels.
Customers trying to check a bill or verify data usage were forced through a complex, linear IVR system with unintuitive menus. This led to misrouted...
“Emtelco has evolved to put AI at the service of people. We were a traditional contact center, but we chose to transform into an experience hub, embracing AI not just as automation, but as an empowerment tool for our people, and as a catalyst for a cultural, strategic and emotional transformation.”
BPO and customer experience services provider for digital and voice channels.
AI-powered customer experience orchestration platform for contact centers.
Emtelco's Customer support is part of this use case:
Related implementations across industries and use cases
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.