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Broadband

Chile's Entel using Genesys AI to improve customer experience

Wednesday 12 June 2019 | 11:28 CET | News
Genesys announced that it’s providing AI-powered orchestration capabilities to help Chilean operator Entel improve customer support services. Entel is using the Genesys Customer Experience Platform at its contact centres in both Chile and Peru to support all agents and telemarketers. The operator is also taking advantage of the common data framework provided by Genesys for its many AI integrations with other vendors.

Examples include Genesys integration with Google Cloud for its text-to-speech capability to transcribe automated conversations. Genesys AI then sends that data to IBM Watson to determine the customer's intent and identifies the next best action. Entel said Genesys AI enables it to tie together AI, bots and automation to meet customer demands for a more digital and anytime, anywhere service on the channel of their choice.

The operator will be showcasing its use of Genesys AI at the Xperience19 event hosted by Genesys in Denver from 10 to 13 June.



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Categories: Fixed
Companies: Entel / Genesys
Countries: Chile / Peru
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