Entel — Entel IVR Modernization

The Challenge

A major LATAM telecom was struggling with long average handle times (AHT) and poor CSAT scores due to an archaic DTMF (press 1 for X, press 2 for Y) IVR system. Customers were frustrated before even reaching a human agent.

The Solution

We implemented IVR Humanization, replacing the legacy phone trees with a natural language conversational AI workflow. Customers now simply state their problem in natural Spanish, and the AI correctly routes or fully resolves the request automatically.

The Results

The new system instantly impacted the bottom line by dramatically reducing the time customers spent in the system.

• ▸47s → 28s Average Handle Time (AHT) reduction.
• ▸89.7% routing success rate without human intervention.
• ▸Immediate CSAT improvement across all service lines.

>"Replacing our legacy IVR with conversational AI was the fastest ROI project we've executed this year."