Case Study: Emtelco achieves faster, more accurate self-service with Genesys Cloud AI from Genesys

Emtelco resolves one-third of self-service interactions on first contact with AI

Emtelco, a telecommunications provider in Colombia, was struggling with a complex IVR, high volumes of misrouted transfers, and heavy agent workloads. The company needed a more intuitive self-service experience, and turned to Genesys and Genesys Cloud CX to help modernize customer support and improve omnichannel service.

Genesys implemented Genesys Cloud AI to power Emtelco’s SophIA virtual assistant, using predictive routing, real-time analytics, chatbots, and virtual agent capabilities to automate conversations and improve accuracy. The results included 45% of transfers directed to self-service channels, 34% of self-service interactions resolved on first contact, a 12% reduction in misrouted contacts, and 15% more digitally handled interactions.