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
Labor shortages and high turnover bottlenecked call centers. Now, staff use an AI assistant to accelerate responses and cut wait times.
Reps were pulled between pricing FAQs and complex proposals. An AI agent now absorbs the routine — letting them focus on consultations.
Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Duplicated effort and fragmented knowledge slowed 150+ app releases. 120+ AI assistants cut timelines 15% and lifted productivity 20–25%.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
One customer, multiple policies, 60+ systems—consistency was out of reach. AI now keeps context intact across voice, WhatsApp, and chat.
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
Labor shortages and high turnover bottlenecked call centers. Now, staff use an AI assistant to accelerate responses and cut wait times.
Reps were pulled between pricing FAQs and complex proposals. An AI agent now absorbs the routine — letting them focus on consultations.
Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Duplicated effort and fragmented knowledge slowed 150+ app releases. 120+ AI assistants cut timelines 15% and lifted productivity 20–25%.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
One customer, multiple policies, 60+ systems—consistency was out of reach. AI now keeps context intact across voice, WhatsApp, and chat.