Case Study: NetUno achieves 90% query resolution and 50% lower call center volume with Engageware

NetUno cuts call center volume by 50% with Engageware

The telecommunications provider NetUno faced a challenge with its rapid growth overwhelming its support capacity. Its customer service was fragmented across multiple WhatsApp numbers, creating an inconsistent experience, and its agents were burdened by manually handling a high volume of routine inquiries. To address this, NetUno turned to the vendor Engageware.

Engageware implemented its AI Suite to automate customer service interactions. The solution handled conversations automatically across WhatsApp, web, SMS, Facebook, Instagram, and Telegram. This resulted in 90% of customer queries being resolved without a live agent and a 50% reduction in call center volume for NetUno. Engageware automated over 200,000 monthly conversations, streamlining service and delivering significant efficiency gains.

NetUno