Colombia’s Largest Operator Transforms IVR with AI‑Driven Conversational Experience

The challenge

Colombia’s largest telecom operator faced rising IVR maintenance costs and inconsistent customer experiences caused by multiple vendor platforms and outdated menu‑based navigation:

• High change‑request costs  - siloed IVR flows increased OPEX.
• Customer frustration - rigid DTMF menus forced long navigation, prompting frequent agent transfers.
• Fragmented orchestration  - difficult to maintain consistency across IVR and digital channels.

Handling 7M IVR calls per month (with 2.5M transferred to live agents) amplified these inefficiencies during peak demand. The operator needed an AI‑enabled IVR solution to deliver seamless, conversational self‑service and reduce operational overhead.

The Solution

We deployed a centralized IVR and service orchestration platform with AI‑driven conversational capabilities:

• Human‑like conversational IVR  - NLP‑based intent recognition, bypassing DTMF menus and reducing unnecessary transfers.
• ‍Unified orchestration layer  - single framework for service creation, integration, and monitoring across channels. ‍
• Scalable architecture  - built to handle high monthly call volumes with peak‑hour stability. ‍
• Centralized control  

simplified updates, cutting change‑request cycles and reducing vendor dependency.

The outcome

• 120+ IVR user stories  - implemented for diverse use cases centrally ‍
• 2.5M+ calls - filtered and transferred monthly with greater efficiency ‍
• 50% reduction - in change‑request costs through unified orchestration ‍
• Improved customer experience  - fewer agent transfers and faster resolutions

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