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
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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.
Saturated queues kept customers waiting. AI now handles the overflow, resolving 40% of calls and freeing staff for complex cases.
Rigid menus misrouted queries and overloaded advisors. Now, AI handles routine tasks and routes complex issues to humans with full context.
Migrating 100k+ users threatened to crush support teams. AI agents now handle the full switch, validating and updating plans instantly.
Opening enterprise data risked uncontrolled tool sprawl. Now, a tiered platform empowers staff to safely build their own AI tools.
Procurement chased draft contracts across scattered tools. Now, AI centralizes workflows, flags risks, and summarizes 98-page audits.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.
Manually evaluating high call volumes was slow and inaccurate. Now, AI extracts sentiment so sales teams can refine their outreach.