Case Study: NetUno achieves 50% reduction in call center volume with Engageware’s Bruno virtual assistant

How NetUno Reduced Call Center Volume by 50% using Advanced Virtual Assistant

NetUno, a leading Venezuelan telecommunications provider, faced explosive demand after expanding nationwide fiber and during the pandemic, which strained technical resources and overwhelmed its call centers. Rapid subscriber growth made automating routine processes essential to maintain service quality and timely support.

NetUno partnered with Engageware to deploy Bruno, an omnichannel virtual assistant (Web, WhatsApp, Facebook, Instagram, Telegram, SMS) implemented in one month to automate 35 transactional services. Bruno now handles about 200,000 monthly conversations, executes over 1.5 million transactional actions, resolves 90% of queries, and cut call center volume by 50%, freeing human agents for higher‑value work and delivering 24/7 customer visibility and faster responses.

NetUno

Yasmin Molina

Customer Service Director