Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
A Japanese telecommunications provider operating about 10,000 agents across more than 150 contact center locations, handling smartphone support, repairs, and corporate services across voice, webchat, messaging apps, email and bots.
The on-premises contact center system couldn't support remote work or adapt quickly to changing conditions, with modifications that were slow and...
“We advocate for customer-centric business operations, and we use AI and cloud technologies to provide personalized service to each and every customer.”
Mobile telecommunications carrier and wireless network provider in Japan.
AI-powered customer experience orchestration platform for contact centers.
NTT DOCOMO's Customer support is part of this use case:
Related implementations across industries and use cases
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Legacy models caused 41 escalated cases. A 90-day switch to cloud AI restored accuracy and enabled real-time analytics.
Reactive support for 15M broadband upgrades drove high call volumes. Now, AI agents proactively text and call to schedule installations.
Opening enterprise data risked uncontrolled tool sprawl. Now, a tiered platform empowers staff to safely build their own AI tools.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
A Japanese telecommunications provider operating about 10,000 agents across more than 150 contact center locations, handling smartphone support, repairs, and corporate services across voice, webchat, messaging apps, email and bots.
The on-premises contact center system couldn't support remote work or adapt quickly to changing conditions, with modifications that were slow and...
“We advocate for customer-centric business operations, and we use AI and cloud technologies to provide personalized service to each and every customer.”
Mobile telecommunications carrier and wireless network provider in Japan.
AI-powered customer experience orchestration platform for contact centers.
NTT DOCOMO's Customer support is part of this use case:
Related implementations across industries and use cases
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
Agents split focus between members and manual note-taking. Now, an AI copilot summarizes calls, letting agents give their full attention.
Legacy models caused 41 escalated cases. A 90-day switch to cloud AI restored accuracy and enabled real-time analytics.
Reactive support for 15M broadband upgrades drove high call volumes. Now, AI agents proactively text and call to schedule installations.
Opening enterprise data risked uncontrolled tool sprawl. Now, a tiered platform empowers staff to safely build their own AI tools.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.