A telecoms operator wanted to deliver faster, more consistent support across voice and chat without growing the support team. We deployed a grounded AI assistant connected to the operator’s CRM and billing systems — it looks up account details, resolves common issues, and walks customers through technical steps end to end.
What we built
- Voice and text assistant — handles inbound contacts across both channels with consistent quality
- CRM and billing integration — the assistant has live access to account data, so it can resolve billing queries, check service status, and action account changes directly
- Full resolution, not deflection — the assistant works through issues rather than redirecting customers to FAQs or waiting queues
- Context-preserving escalation — when a human agent is needed, they receive the full conversation history and account context; customers never repeat themselves
Outcome
Customer satisfaction scores improved measurably. Churn attributed to unresolved support contacts decreased. The support team’s capacity shifted toward complex cases that genuinely need human judgement.