Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
An Asian communications technology group reaching over 820 million mobile customers across 20 countries manages high volumes of diverse service requests, from routine mobile issues to international roaming setups.
High volumes of routine requests forced customer service agents to spend time on basic troubleshooting rather than complex cases requiring human...
“Putting our customers first has always been at the heart of what we do. The deployment of agentic AI across chat and voice is about delivering real value — more personalised experiences, greater convenience and faster, more responsive service. By using AI to support our customer service teams, we can ensure customers are promptly and well assisted, while empowering our agents to focus on more complex cases where human expertise matters most. Our AI agents are designed to understand local expressions and even Singlish, reflecting our roots as a homegrown company serving a diverse nation. This marks an important step in redefining how we build and sustain customer relationships in the AI era.”
Mobile, broadband, and digital television services for consumers and enterprises.
AI agent platform for autonomous enterprise customer service.
Singtel's Customer support is part of this use case:
Related implementations across industries and use cases
Automation couldn't parse "Banglish"—Bengali in Roman script. An AI agent now decodes the dialect to resolve requests instantly.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
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Basic troubleshooting consumed agents' time. Now, an AI fluent in local dialects independently resolves 73% of these cases.
An Asian communications technology group reaching over 820 million mobile customers across 20 countries manages high volumes of diverse service requests, from routine mobile issues to international roaming setups.
High volumes of routine requests forced customer service agents to spend time on basic troubleshooting rather than complex cases requiring human...
“Putting our customers first has always been at the heart of what we do. The deployment of agentic AI across chat and voice is about delivering real value — more personalised experiences, greater convenience and faster, more responsive service. By using AI to support our customer service teams, we can ensure customers are promptly and well assisted, while empowering our agents to focus on more complex cases where human expertise matters most. Our AI agents are designed to understand local expressions and even Singlish, reflecting our roots as a homegrown company serving a diverse nation. This marks an important step in redefining how we build and sustain customer relationships in the AI era.”
Mobile, broadband, and digital television services for consumers and enterprises.
AI agent platform for autonomous enterprise customer service.
Singtel's Customer support is part of this use case:
Related implementations across industries and use cases
Automation couldn't parse "Banglish"—Bengali in Roman script. An AI agent now decodes the dialect to resolve requests instantly.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Manual fine-tuning held back deployment. Automated optimization cut inference time 63% and agent routine work by over 50%.
Reactive support for 15M broadband upgrades drove high call volumes. Now, AI agents proactively text and call to schedule installations.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.
Manual call evaluations delayed insights by weeks. Now, bots score calls at scale, empowering analysts to synthesize data in hours.