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.
Native ad tools optimized for platform metrics, limiting spend efficiency. An AI agent now adjusts live campaigns to meet business goals.
Duplicated effort and fragmented knowledge slowed 150+ app releases. 120+ AI assistants cut timelines 15% and lifted productivity 20–25%.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
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.
Native ad tools optimized for platform metrics, limiting spend efficiency. An AI agent now adjusts live campaigns to meet business goals.
Duplicated effort and fragmented knowledge slowed 150+ app releases. 120+ AI assistants cut timelines 15% and lifted productivity 20–25%.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.