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
Reps were pulled between pricing FAQs and complex proposals. An AI agent now absorbs the routine — letting them focus on consultations.
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.
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.
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
Reps were pulled between pricing FAQs and complex proposals. An AI agent now absorbs the routine — letting them focus on consultations.
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.
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.