Client Industry: Telecommunications & Customer Service
Challenge:
A global telecom enterprise was facing escalating costs in managing its customer support operations, with customer satisfaction scores lagging behind industry benchmarks.
Our Solution:
- Designed a multi-agent AI framework to automate routine queries across chat, email, and voice channels.
- Deployed specialized AI agents for billing, plan upgrades, troubleshooting, and complaint resolution.
- Integrated sentiment analysis and real-time escalation triggers to ensure a seamless customer experience.
Results:
✔ Achieved 40% reduction in average handling time (AHT).
✔ Increased customer satisfaction (CSAT) scores by 22% in six months.
✔ Freed up human agents to focus on complex and high-value interactions.