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Claro boosting CEM in Ecuador and Central America with fonYou

Claro boosting CEM in Ecuador and Central America with fonYou

America Movil’s Claro has tapped fonYou to deliver AI-powered, personalised offerings to its customers in Ecuador and Central America.

Claro Central America covers Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua and Panama, which combined with Claro Ecuador adds up to 24 million customers. 

Mobile customers in Ecuador and Central America largely rely on prepaid voice and data bundles, leading to millions of failed attempted voice or data sessions when their credit has run out. fonYou’s iCarrier identifies customer-originated calls with insufficient credit to deliver an optimal offer in real-time. This means that customers can complete calls by means of collect calls, financed micro-bundles, or credit card top-ups, leading to increased customer satisfaction.

Since launch, fonYou’s iCarrier has been processing millions of voice calls originated by Claro’s customers via its AI platform. It analyses the customer context - such as who they are calling and time of day – as well as past purchasing behaviour to assess risk and determine if an offer should be made.

In addition, the solution predicts the expected response to all available options to determine the most suitable product that should be offered, via a fully automated process. With fonYou’s iCarrier, Claro is seeing several thousand additional paid calls each day, which would otherwise have resulted in zero revenue for the carrier.

fonYou’s iCarrier platform uses proprietary machine learning algorithms and utilises Google Cloud infrastructure for implementation. It minimises carrier investment and operational cost as there is no need for on-site hardware deployment. The platform employs tools for voice recognition and big data processing, which is used to transform raw customer data into business opportunities.

Fernando Núñez Mendoza, CEO of fonYou, commented: “Our iCarrier platform combines advanced analytics, machine learning and state-of-the-art Cloud tools that allow Claro to deliver the right offer to the right customer at the right time.”

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