Case Study: AFP Habitat achieves 95% first-contact resolution and up to 60% more self-service interactions with Genesys Cloud

Habitat fosters innovation and delivers customer experience excellence through effective resource optimization

AFP Habitat, a leading Chilean pension fund administrator focused on improving customers’ retirement and social security benefits, faced stability and complexity issues with its legacy contact platform. Customers expected personalized 24/7 service, but siloed systems led to poor contact resolution, slow service and a need to improve self-service and first-contact resolution.

By implementing Genesys Cloud with partner CrossNet, AFP Habitat unified inbound/outbound, email, chat, recording and self-service IVR on a scalable, secure platform and shifted to cross-functional operations. The change increased self-service interactions by 35–60% without agent transfers and achieved 95% first-contact resolution for assisted interactions, markedly improving customer experience and strengthening their leadership in the sector.

AFP Habitat

Valenzuela Meneses

Remote Channel Assistant Manager