Case Study: Entel (Empresa Nacional de Telecomunicaciones) achieves 25% cost savings, 5% revenue uplift and 10% higher customer satisfaction with Genesys AI

Perfecting cognitive AI customer experience

Entel, a leading Chilean quad‑play telecom with about 1,200 agents, faced the challenge of modernizing its customer experience to drive growth, lift satisfaction and cut costs while reducing friction from complex IVR menus and high abandonment rates. The goal was to deploy an AI strategy that could scale across inbound, outbound, chat and WhatsApp channels without substantially increasing headcount.

Working with Genesys, Entel replaced IVR with voicebots and orchestration powered by Google Cloud speech‑to‑text and IBM Watson, using Genesys Intelligent Automation to prototype and deploy self‑service across phone, web and mobile. The solution delivered faster, more precise routing to specialists when needed, generating a 5% revenue uplift, a 10% rise in customer satisfaction and a 25% reduction in costs within six months, plus lower abandonment, fewer transfers and reduced agent workloads.

Entel

Pablo Oyarzun

Customer Experience Divisional Manager