Juan Pablo Martínez, an engineer at IPTEL, presented the operator’s journey in adopting AI as a driver of digital transformation for ISPs during Internet Day 2025. Since late 2023, they have developed seven concrete solutions with an interdisciplinary team that included data scientists, engineers, a psychologist, and even an astronomer, supported by universities and public institutions.

Among the tools, he highlighted an e-learning solution powered by generative AI that transforms technical documentation into interactive audiovisual content for internal training. They also advanced in smart customer segmentation and a churn prediction system that accurately anticipates cancellations—crucial in a hyper-competitive market.

AI was also integrated into technical support, with an assistant that operates outside business hours, replacing overnight shifts. Additionally, they implemented a sales chatbot with human supervision and a customer experience platform that converts audio to text and analyzes messages across multiple channels (WhatsApp, Facebook, email) to classify inquiries and measure customer experience in real time.