LEADING TELCO CASE STUDY

AI @ Scale

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LEADING TELCO CASE STUDY

AI @ Scale

Autonomous, trilingual AI care that resolves 9 in 10 conversations without human intervention

DIA – Unified AI Assistant
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AI-First Servicing
1

OBSERVATION

Rising interaction volumes in a 50%-smartphone-penetration market demanded instant, human-like service across fragmented channels and languages.

Seven touchpoints
Trilingual
2

OUR GOAL

Deliver contextual first-line service on every channel, including customers without smartphones, with autonomous learning.

CRM integrated
Autonomous ML
3

MEASURABLE IMPACT

92%
overall BOT resolution
260K
conversations / month
2.6X
fewer agent opt-outs
67pp
transaction NPS

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