This was stated during a panel at the event by Gilbert Minionis, president of the Venezuelan operator. The AI rollout took place three years ago, and since then the subscriber base has increased 225% and revenues 250%. "It is a transformative technology. Our customer phone calls dropped from accounting for 60% of interactions to 2%. And digital interactions rose from 37% to 98%," he said.
The "Bruno" bot features 64 functionalities, including payments, and is accessible via WhatsApp, Facebook, Instagram and other channels.
The solution provider for NetUno is Engageware, a U.S. company that three years ago acquired Argentina’s Aivo, keeping the brand. Matias Gaffoglio, Chief Revenue Officer at Engageware, told Convergencia that the company operates in 20 countries, with 600 enterprise clients, 80% of which are in regulated industries.
Ninety percent of the company’s total revenue comes from Latin America. Among its telco segment clients in the region — in addition to NetUno in Venezuela — are América Móvil and Millicom.