Case Study: Yoigo improves IVR efficiency with Omilia

Yoigo - Customer Case Study

Yoigo, one of the largest mobile network operators in Spain with nearly 4 million subscribers, wanted to improve customer service while reducing contact center costs and handling time. After evaluating several providers, Yoigo chose Omilia for its Natural Language Understanding and speech recognition capabilities to support faster, more efficient self-service in the call center.

Omilia implemented a conversational NLU solution that could route callers to the right agent skill group and automate self-service interactions in a more human-like way. The results were strong: Yoigo reduced IVR handling time by 59%, significantly improved customer experience, and saw complaints about traditional IVR complexity almost disappear.

Yoigo

Angel P. Gutierrez

Chief Procurement Officer