Bell’s 8,800 data silos stalled orders for days. A unified platform now cuts fulfillment to minutes and saves $1M via self-service.
Canada's largest communications company serves 22 million customers and manages a team of 12,000 technicians executing over 10,000 daily field tasks.
Operations were fragmented across 26 distinct applications and 8,800 data silos, creating significant complexity for agents and customers. This...
“I wake up each day thinking, ‘How can we make it easier for our customers to do business with Bell?’ We believe AI can be a game-changer when it comes to the customer experience.”
Wireless, internet, TV, and business telecommunications services in Canada.
Managed Bell's ServiceNow implementation, adopting automation and AI-driven insights.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Bell Canada's Field service and support is part of this use case:
Related implementations across industries and use cases
Engineers made multiple calls for routine tasks. Now, AI summarizes history and automates routing, boosting productivity 130%.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Customer context scattered across 50+ systems; AI agents now surface tenure, eligibility, and ranked picks before the expert says hello.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Scheduling a single interview took days across a 20-step process. SIEA now books in real time—record: 9 seconds.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.
Bell’s 8,800 data silos stalled orders for days. A unified platform now cuts fulfillment to minutes and saves $1M via self-service.
Canada's largest communications company serves 22 million customers and manages a team of 12,000 technicians executing over 10,000 daily field tasks.
Operations were fragmented across 26 distinct applications and 8,800 data silos, creating significant complexity for agents and customers. This...
“I wake up each day thinking, ‘How can we make it easier for our customers to do business with Bell?’ We believe AI can be a game-changer when it comes to the customer experience.”
Wireless, internet, TV, and business telecommunications services in Canada.
Managed Bell's ServiceNow implementation, adopting automation and AI-driven insights.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Bell Canada's Field service and support is part of this use case:
Related implementations across industries and use cases
Engineers made multiple calls for routine tasks. Now, AI summarizes history and automates routing, boosting productivity 130%.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Customer context scattered across 50+ systems; AI agents now surface tenure, eligibility, and ranked picks before the expert says hello.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Scheduling a single interview took days across a 20-step process. SIEA now books in real time—record: 9 seconds.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.